Quality Analyst (RAD - Detroit)

About TaskUs

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies. Leveraging a cloud-based infrastructure, TaskUs serves clients in sectors including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. TaskUs has grown to approximately 60,000 employees globally, with offices in the Philippines, India, and the United States. The company prioritizes a People First culture, focusing on employee well-being and continuous improvement.

What We Offer

• Competitive industry salaries and comprehensive benefits packages
• Total Rewards, Wellness, HR, and Diversity departments
• Inclusive environment and positive impact on the community
• Active encouragement of internal mobility and professional growth

Job Description

The Quality Analyst role involves completing audits or evaluations, coaching teammates, reporting performance, and identifying and escalating quality issues. The position also includes participating in strategic projects and suggesting process/system improvements.

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
• Partner with Team Leaders (TLs) in leading team meetings for metrics improvement
• 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

• Graduate of any course (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 quality tools like cause and effect, histogram, correlation, and others (preferred)

Soft Skills

• Strong customer centricity
• Assertively provides constructive feedback
• Good written and verbal communication skills
• Logical thinking
• Pays strong attention to detail
• Works with minimal supervision
• Demonstrates initiative and good judgment
• Works on multiple projects and is versatile
• Establishes and maintains effective working relations with a wide variety of individuals
• Works with a diverse team
• Has a Continuous Improvement mindset

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.