Quality Analyst – ERT

🔥 3 hours ago

🚗 Michigan – Remote

🚗 Michigan – Remote

💵 $34k - $50k / year

⏰ Full Time

🟢 Junior

🧐 Analyst

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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TaskUs

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2008

🤝 B2B

☁️ SaaS

💸 Finance

💰 Private Equity Round on 2018-08

B2B • SaaS • Finance

TaskUs is a business process outsourcing company that provides digital transformation and technology services to various industries. They offer services including digital customer experience, trust and safety, learning as a service, sales outsourcing, and consulting. TaskUs also specializes in compliance and managing financial crimes, as well as offering AI and data services through their GenAI platform. The company is globally recognized for its high-performance teams, cutting-edge technology, and comprehensive solutions that support industries like entertainment and gaming, financial services, healthcare, social media, retail, and eCommerce.

📋 Description

• Complete audits or evaluations including quality audits, RCA scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, Ticket Closures • Ensure defined monthly or weekly evaluation targets are met • Audit calls/interactions/transactions for aligned Teammates • Coach Teammates for performance improvement (campaign specific) • Report performance for aligned span on daily/weekly/monthly basis • Provide inputs and basis audits for briefings and training needing identification • Partner with Team Leaders (TLs) in leading team meetings for metrics improvement • Participate in strategic projects for the campaign/LOB • Identify and escalate 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

🎯 Requirements

• 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)

🏖️ Benefits

• medical, dental, and vision insurance • 401(k) with company match • paid time off including vacation, sick leave, and holidays