ukrainian 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:

Fluent English & Ukrainian

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

About Us:

TaskUs is the fastest growing tech-enabled business services company in the world, delivering the customer support, AI operations and content security services that power the world’s most innovative companies. Listed as one of Glassdoor‘s “100 Best Places to Work”, USA Today’s “Best Company Cultures” and “Best Companies for Women” by Comparably, TaskUs is a Frontline-First company that puts its people at the heart of everything they do. TaskUs has been recognized as one of the Inc. “5000 Fastest Growing Private Companies in America” for the past seven years consecutively. Founded in 2008 by Bryce Maddock and Jaspar Weir, the company raised over $250mm in 2018 from the world’s largest private equity firm, Blackstone.

TaskUs currently has over 47.000 employees and offices across the U.S., Philippines, India, Taiwan, Croatia and Mexico. To find out more visit www.TaskUs.com.

TaskUs Inc. is an equal opportunity employer.

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.