Quality Analyst

Location: Gurugram
Department: Customer Service

As a Quality Analyst at TaskUs, you will provide world-class service to clients in an accurate, efficient, and respectful manner on every call. Your goal will be to meet and exceed client-mandated Key Performance Indicators (KPIs) and ensure consistent performance based on a continuous improvement model.

Responsibilities:

• Provide world-class service to clients in an accurate, efficient, and respectful manner on every call
• Meet and exceed client-mandated KPIs
• Ensure consistent performance based on a continuous improvement model
• Maintain knowledge of the functional area and company policies and procedures
• Provide feedback to management concerning possible problems or areas of improvement
• Participate in all internal and external mandated trainings and/or seminars
• Keep all login and passwords confidential

Requirements:

• College or vocational school graduation
• At least 1 year of working experience in the related field of BFSI
• Experience in phone, email, and live chat support
• Strong verbal and written communication and comprehension skills
• Computer literacy and proficiency in Windows OS, Apple OS X, Microsoft Office, and Google applications
• Typing speed of at least 30 WPM for voice and 35 WPM for Non-Voice campaigns
• Good problem-solving and critical thinking skills with a focus on issue resolution and customer satisfaction
• Ability to multitask and high attention to detail
• Self-motivated and able to work independently as well as contribute to cross-functional and global teams
• Flexibility and ability to quickly adjust to frequent process and information changes
• Ability to work under pressure