Quality Analyst BPO

What does a TaskUs Quality Analyst do? You will be responsible for creating an end-to-end improvement plan including quality metrics; executing the plan and managing all activities in the plan to ensure that all the objectives are met and that the solutions work as expected. The solution should be tested in terms of functionality, performance, reliability, stability, and compatibility with other legacy- and/or external systems.
Roles and Responsibilities:
- Audit calls/interactions/transactions for aligned agents
-Coach agents for performance improvement
- Report performance for aligned span on a daily/weekly/monthly basis
- Provide inputs, basis audits, for briefings and training need identification
- Partner with TLs in leading Team Meetings for metric improvement
- Participate in strategic projects for the campaign/LoB
- Identify and escalate any potential quality issues per the defined process
- Isolate and report defects; verify defect fixes
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