Digital Customer Experience. Trust & Safety. AI Services.
Quality Analyst – ERT
Location
Michigan
Posted
2 days ago
Salary
$34K - $50K / year
Seniority
Junior
Job Description
Quality Analyst – ERT
TaskUs
• 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
Job 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
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