Quality Analyst
- Taskus
- 2 - 7 years
- Mumbai
- 6 days ago
- Email to a friend
- Report this job
Job Description
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 brandsLeveraging 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 45,000 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 What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages
Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity
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
Join our team today and experience firsthand our dedication to supporting People First As a Quality Analyst, you will complete audits or evaluations
This may include quality audits, RCA scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, Ticket Closures, etc
You will ensure that your defined monthly or weekly evaluation targets are met 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 training which need identification
Partner with Team Leaders (TLs) in leading team meetings for metrics improvement
Participate in strategic projects for the campaign/LOB
Identify and escalate 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 SME for the campaign/LOB
Technical skills and qualifications:
Basic understanding of "Types of companies, Promoter Holdings & adherence to government regulations"
Must have worked in customer service (Voice & Back Office experience preferred)
At least one-year of work experience as a Quality Analyst (preferred)
Basic skills in Excel or Google Sheets
Problem-solving skills
Familiarity with the application of basic quality tools, such as cause and effect, histogram, correlation, and others (preferred)
Soft skills:
Proficiency in English language C1/C2 preferred
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 required:
Demonstrates 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
If you need reasonable accommodations in any part of the hiring process, please let us know We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www
taskus
com/careers/
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Full timeContact Details:
Company: TaskusLocation(s): Mumbai+ View Contact
Keyskills: excel voice customer centric back office writing verbal communication google sheets
Fraud Alert to job seekers!
₹ Not Disclosed
Taskus
Ridiculously Good OutsourcingIn 2014, TaskUs made its way to the Inc 500 | 5000, a prestigious list of the fastest-growing private companies. This is the second consecutive year that TaskUs made it to the list which ranks firms based on revenue growth. Inc is the hallmark of entrepreneurial ...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in