Quality Analyst

About the role

The Quality Analyst at TaskUs ensures that customer interactions meet high standards of performance, reliability, and compliance. You will design and execute test plans, audit calls and transactions, and work closely with agents and team leads to drive continuous improvement.

Key responsibilities

• Audit calls, interactions, and transactions for assigned agents.
• Coach agents to improve performance and provide constructive feedback.
• Report daily, weekly, and monthly performance metrics.
• Provide inputs for briefings, training needs, and strategic projects.
• Identify, isolate, and report defects; verify fixes.
• Suggest process and system improvements based on recurring customer concerns.
• Lead quality initiatives, contests, and campaigns.
• Maintain subject‑matter expertise for the assigned campaign or line of business.

Required profile

• Strong customer‑centric mindset and ability to give assertive, constructive feedback.
• Excellent written and verbal communication skills.
• Logical thinking, attention to detail, and conflict‑management abilities.
• Self‑starter who can work with minimal supervision and manage multiple projects.
• Collaborative attitude with the ability to build effective relationships across diverse teams.
• Continuous‑improvement mindset and high conscientiousness.

Required skills

• Basic proficiency with Excel or Google Sheets.
• Familiarity with basic quality analysis tools such as cause‑and‑effect diagrams, histograms, and correlation analysis.