Quality Analyst - BPO Operations

Operations Cali, Valle del Cauca

Description

What does a Client Analyst really do? Think of yourself as someone who will work alongside Team Leads, supporting Teammates with ways to improve the customer experience. We make sure we hire the best of the best, after all, we are a ridiculously good company so we make sure our employees are top-notch. So come on, now we need your full concentration because it’s time to imagine what it’s like being a Client Analyst.

As a Client Analyst, you will organize and implement a quality assurance platform to keep a record of KPIs: CSAT, quality scores, attendance, and productivity of all Teammates. You will audit interactions,  report, analyze, and present findings to campaign leaders and clients. You will also make recommendations for ways to improve upon the opportunities found and existing processes to improve the overall customer and employee experience.,  You will cultivate ongoing relationships through follow-ups, daily check-ins, and collaborate on weekly reports with the operations leaders summarizing KPIs and identify areas for improvement.

Do you have what it takes to be a Client Analyst?

Requirements:

What are we looking for? Well since this is a Client Analyst role, we need someone with some relevant Client Analyst experience. Someone with a burning desire to analyze and uncover patterns in data that will influence process improvement. Exposure to quality tools is preferred.  

Now let’s get technical. We’re looking for someone who is a confident communicator and is able to build rapport. Someone who has an adaptive capacity, and is a self-starter/initiator. Someone who is coachable, data/analytics-driven, focuses on quality/accuracy, and someone who is a critical thinker/problem-solver, and accountable. Knowledge of Power BI, Tableau, or other analytics platforms is a plus. 

What else? Well, we need someone who is proficient in using helpdesk software (Salesforce, Zendesk, and, Maestro experience is a plus). You also must be available to work weekends and holidays.

About TaskUs:

TaskUs is the fastest growing tech-enabled business services company in the world, delivering the customer support, AI operations, and content security services that power the world’s most innovative companies. Listed as one of Glassdoor‘s “100 Best Places to Work”, USA Today’s “Best Company Cultures” and “Best Companies for Women” by Comparably, TaskUs is a Frontline-First company that puts its people at the heart of everything they do.

TaskUs has been recognized as one of the Inc. “500 Fastest-Growing Private Companies in America” for the past seven years consecutively. Founded in 2008 by Bryce Maddock and Jaspar Weir, the company raised over $250mm in 2018 from the world’s largest private equity firm, Blackstone. 

TaskUs currently has over 20,000 employees and offices across the U.S., Philippines, India, Taiwan, Mexico, Ireland, Greece, and Colombia.

TaskUs, Inc. is an equal opportunity employer.

To find out more visit www.TaskUs.com.

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