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Quality Analyst

3 months ago

Navi Mumbai, Maharashtra, India TaskUs Full time
Description

Hey there, if you're looking for a Quality Analyst role, we've got something cool for you As a Quality Analyst, your gig will involve doing audits and evaluations. You'll be diving into quality audits, RCA scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, Ticket Closures, and more. Your main jam will be making sure you hit those monthly or weekly evaluation targets you've set.

Roles and responsibilities:

  • Audit calls, interactions, and transactions for aligned Teammates
  • Coach Teammates for performance improvement, specific to campaigns
  • Report performance for an aligned span on a daily/weekly/monthly basis
  • Provide inputs and basis audits for briefings and training needs
  • Team up with Team Leaders (TLs) to lead team meetings for metrics improvement
  • Get involved in strategic projects for the campaign/LOB
  • Spot and raise any potential quality issues by the book
  • Identify and report defects; check if they're fixed
  • Recommend process/system enhancements considering common customer gripes
  • Take care of other tasks the management throws your way
  • Lead quality initiatives, contests, and campaigns for your span
  • Stay on top of knowledge and act as a pro for the campaign/LOB
● Familiarity with the application of basic quality tools, such as cause and effect, histogram, correlation, and others (preferred)

Soft skills:

  • Strong customer centricity
  • Capable of giving constructive feedback assertively
  • Good written and verbal communication skills
  • Logical thinking ability
  • Conflict management skills
  • Keen eye for detail
  • Able to work with minimal supervision
  • Demonstrates initiative and good judgment
  • Can juggle multiple projects and is adaptable
  • Builds and maintains effective working relationships with a wide variety of individuals
  • Works well in a diverse team environment
  • Embraces a Continuous Improvement mindset

How We Partner To Protect You:
TaskUs has your back We won't ask you for any money during the application phase or demand any payments to move forward in the process. Always stay in touch only with TaskUs' authorized recruiters.

DEI: At TaskUs, we're all about diversity and inclusion. We firmly believe that having folks from different backgrounds, demographics, and situations brings innovation and boosts performance. We're committed to equal opportunities and fairness. If you need any reasonable accommodations during the hiring process, just give us a heads up.
We have an array of exciting career options at TaskUs for you to explore, so go ahead and apply through our provided information. Enjoy