What you'll do
- Complete audits and evaluations including quality audits and RCA scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, Ticket Closures
- Ensure attainment of defined monthly or weekly evaluation targets
- Audit calls, interactions, and transactions for aligned teammates
- Coach teammates for campaign-specific performance improvement
- Report performance for an aligned span on a daily, weekly, and monthly basis
- Provide inputs and conduct audits for briefings and training needs identification
- Partner with Team Leaders to lead team meetings for metrics improvement
- Participate in strategic projects for campaigns or lines of business
- Identify and escalate potential quality issues per defined processes
- Isolate and report defects and verify defect fixes
- Suggest process and system improvements based on common customer concerns
- Drive quality initiatives, contests, and campaigns for the assigned span
- Stay updated on knowledge and serve as subject matter expert for the campaign or line of business
Key requirements
- 1+ years' experience
- German language proficiency (C1) and English language proficiency (B2)
- Quality audits and audit reporting skills
- Basic Excel and Google Sheets skills
- Problem-solving abilities and application of quality tools like cause and effect, histogram, and correlation analysis
Benefits
- Base salary of €1,400 gross per month;
- private health and life insurance;
- transportation allowance of €65 gross per month;
- meal allowance of €85 net per month.
About the job
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.
Compensation & Benefits
Base Salary: €1,400 gross per month
Health: Private Health & Life Insurance plan
Transportation Allowance: €65 gross per month
Meal Allowance: €85 net per month
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:
Language Requirements: German (C1) and English (B2) proficiency
At least 1 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
About the company
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 brands. Leveraging 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.
About the company
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 brands. Leveraging 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.