Full-Time Quality Analyst

Role Description This role involves acting as the conscience keeper for the business, observing and reporting objectively while continuously seeking improvements. Responsibilities include performing various types of audits:

1. Teammate audits
2. Root cause analysis (RCA) scrubbing for customer satisfaction (CSAT)/net promoter score (NPS), resolution rate, and average handle time (AHT)
3. Policy adherence audits
4. Compliance checks

These audits will help TaskUs make critical decisions to improve overall performance for both the organization and its clients. Audit calls/interactions/transactions for aligned teammates. Coach teammates for performance improvement (campaign specific). 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 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 an SME for the campaign/LOB.

Qualifications

• Proficient B2/C1 English
• Proficient B2/C1 Hebrew
• 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.

Requirements

• 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

Benefits

• Competitive industry salaries
• Comprehensive benefits packages
• Commitment to a People First culture
• Encouragement of internal mobility and professional growth

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