Talent.com
This job offer is not available in your country.
Quality Analyst

Quality Analyst

TaskUsIndore, India
30+ days ago
Job description

Description

for Quality Analyst

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 :

  • 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 the application of basic quality tools, such as cause and

    • effect, histogram, correlation, and others (preferred)

    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 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 .