Quality Analyst

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.
What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. The Quality Analyst is responsible for creating an end-to-end test plan including quality metrics; The solution should be tested in terms of functionality, performance, reliability, stability, and compatibility with other legacy- and/or external systems.
As a Quality Analyst, you will be responsible for reviewing ERT Specialist tool-to-vehicle interactions and assessing response accuracy and adherence to standard operating procedures. You will be expected to flag interactions for manager review as needed each week, identify trends in low scoring interactions, and provide feedback regarding policies and areas of improvement.
It is the job of the Quality Analyst to document whether interactions follow all SOPs appropriately. Quality Analysts must exhibit a strong commitment to safety, professionalism and personal responsibility.
Participate in stuck rubric grading alignment sessions to further improve rubric dimensions and Fleet Response quality
Assist with the compilation and analysis of driverless Self Driving Car interactions
Generate simulation scenarios to determine the most effective Fleet Response Specialist action to take to resolve the scenario
Coach agents for performance improvement
Report performance for aligned span on a daily/weekly/monthly basis
Participate in strategic projects for the campaign/LoB
Identify and escalate any potential quality issues per defined process
Drive quality initiatives, contests and campaigns for the assigned span
Demonstrated expertise in ERT systems with at least 3 months experience in the Fleet Response Specialist role
Full understanding of fleet response best practices and escalation policies
Excel at independent and group based tasks and projects
Superb Fleet Response Specialist metrics for the past 90 days
Quality Analyst will be on a probationary period for the first 30 days in this role
Meets all Fleet Response Specialist (PHX/DTW) requirements, including drug testing and driving record checks.
Minimum of 1-year experience as Quality Analyst (preferred)
Basic excel/google sheets skills
Preferably familiar with application of basic quality tools such as cause and effect, histogram, correlation etc.
Ability to work with minimal supervision and demonstrate initiative and good judgment
Versatility and ability to work on multiple projects
QA Specialists may be required to change their scheduled shift days in order to meet business needs, including but not limited to working night, weekend, or holiday shifts.

Private Medical Insurance (PMI) through BUPA
Dental through BUPA
Pension through Aviva
DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. If you need reasonable accommodations in any part of the hiring process, please let us know.
We invite you to explore all TaskUs career opportunities and apply through the provided URL .
We celebrate and support diversity; TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community.