Remote Healthcare Quality Analyst (Temp)

TaskUs USA LLC; United States; Remote; USD 34,000 - 50,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid time off including vacation, sick

Job summary

TaskUs USA LLC in the United States is hiring a Quality Analyst who will audit calls and interactions, drive improvements, and support client campaigns. This role offers remote work options, competitive benefits, and opportunities for growth.

The ideal candidate has at least one year of QA experience, basic knowledge of quality tools, and strong communication skills; Healthcare domain experience is a plus; you will collaborate with team leads to enhance CSAT and NPS metrics.

Qualifications

• Minimum 1 year experience as a quality analyst
• Familiarity with quality tools (cause and effect, histogram)
• Healthcare experience is a plus
• Able to work from home with a stable internet and private workspace

Responsibilities

• Audit calls/interactions/transactions for aligned teammates
• Coach teammates for performance improvement
• Report performance for an aligned span on a daily/weekly/monthly basis
• Identify and escalation of any potential quality issues per defined process
• Drive quality initiatives, campaigns and improvements for the campaign/LOB

Skills

Problem-solving

Communication skills

Attention to detail

Multitasking

Customer focus

Education

Any degree

Tools

Excel

Google Sheets

Job description

About TaskUs

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs.

What We Offer

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages.

Salary Range

Salary Range: $34,000.00 - $50,000.00 per year. Pay Transparency Statement: The base salary range represents the low and high end of the anticipated salary range for this position across our US locations. The "pay scale" provided is a good faith estimate of the range the employer reasonably expects to pay for the position at the time of hire. Actual salary will be determined based on various factors including, but not limited to, the candidate's qualifications, experience, skills, and specific geographic location.

Benefits

• medical, dental, and vision insurance; 401(k) with company match; and paid time off including vacation, sick leave, and holidays.

Job Description

So what does a Quality Analyst do? Think of yourself as the conscience keeper for the business. You will observe what is happening and report it objectively and dispassionately. You will also keep an eye for ways to continuously improve. To do this you will perform different types of audits like: Teammate audits, Root cause analysis (RCA) scrubbing for customer satisfaction (CSAT)/net promoter score (NPS), resolution rate, and average handle time (AHT), Policy adherence audits & Compliance checks These audits will help TaskUs make critical decisions to improve overall performance. The improvements will not only be for the organization but also for the clients.

Roles and responsibilities

• Audit calls/interactions/transactions for aligned teammates
• Coach teammates for performance improvement (campaign specific)
• Report performance for an aligned span on a daily/weekly/monthly basis
• Provide inputs and basis audits for briefings and trainings which need identification
• Partner with team leaders (TL) in leading team meetings for metrics improvement
• Participate in strategic projects for the campaign/line of business (LOB)
• Identify and escalation any potential quality issues per defined process
• Isolate and report defects
• Verify defect fixes
• Suggest process/system improvements based on common customer concerns
• Accomplish other responsibilities assigned by management
• Drive quality initiatives, contests, and campaigns for the assigned span
• Be updated on knowledge, and serve as an SME for the campaign/LOB

Technical skills and qualifications

• A graduate of any course is preferred
• Minimum 1 year work experience as a quality analyst
• Basic skills in Excel or Google Sheets
• Problem-solving skills
• Familiarity with applying basic quality tools, such as cause and effect, histogram, correlation, etc.
• Experience working in the Healthcare Fields/Branches
• Able to work from home (Stable internet / Private workspace)

Soft skills

• Has strong customer centricity
• Can assertively provide constructive feedback
• Has good written and verbal communication skills
• Thinks logically
• Can manage conflicts
• Pays strong attention to detail
• Can work with minimal supervision
• Demonstrates initiative and good judgment
• Can work on multiple projects and is versatile
• Can establish and maintain effective working relations with a wide variety of individuals
• Can work with a diverse team
• Has a “continuous improvement” mindset

Personality traits

• Demonstrates a clear thought process
• Articulates clearly
• Exercises conscientiousness and diligence
• Demonstrates assertiveness

How We Partner To Protect You

TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI

In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities.

EEO

TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community.