Sales Quality Analyst

About the role

TaskUs, a provider of outsourced digital services and customer experience to technology companies, is hiring a Sales Quality Analyst in Quezon. The Quality Analyst acts as the first line of escalation for Teammates and clients, analysing and resolving back-end issues that affect daily work, performance and processes, and making sure quality standards and processes are followed.

Key responsibilities

• Prepare weekly and monthly reports on the quality of Teammates' performance.
• Identify potential quality issues according to a defined process and escalate ongoing issues to management.
• Verify implemented solutions or fixes to ongoing quality issues.
• Hold regular calibration sessions with assigned teams, including side-by-side task monitoring and feedback with Teammates and Team Leaders.
• Attend weekly business reviews with campaign Team Leaders, Operations Managers and clients.

Required profile

• At least 1 year of sales experience.
• Knowledge of customer service practices within and/or beyond the BPO space.
• Ability to spot patterns or connections between situations, issues or problems that are not explicitly related.
• Clear written and verbal communication, able to present analysis, findings and recommendations.
• Capacity to learn about business, economics or other subjects through research methods.
• Experience in mediation and conflict resolution.

Required skills

• Research and analytics background.
• Advanced computer proficiency.

The company states that it offers competitive industry salaries and comprehensive benefits, encourages internal mobility and professional growth, and welcomes applicants of all backgrounds. Applications are made through the company's careers page.