It started with one ridiculously good idea - Create a different breed of 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 in a moment's notice, mastering consistency in an ever-changing world - that's what it takes to get there. If that's something you want to be apart of, apply today

The Quality Analyst is responsible for creating an end-to-end test 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 solution works 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 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 & Qualifications:

Minimum of 1-year experience as Quality Analyst (preferred)
Basic excel/google sheets skills
Problem-solving skills
Preferably familiar with the application of basic quality tools such as cause and effect, histogram, correlation etc.

Soft skills:

Strong customer centricity
Ability to provide constructive feedback in an assertive manner
Good written and verbal communication skills

📌 Quality Analyst (Cali)
🏢 Taskus
📍 Cali