Teammate

    • Telabastagan, Philippines

Client Analyst


Job Description:

  • Organize a platform to perform QA all TMs and keep a record of KPIs: CSAT, Quality Scores, Attendance, and productivity
  • Cultivate ongoing team relationships through constructive feedback, follow-ups and daily check-ins (with QA and TMs)
  • Work with TL and TMs on ways to improve the customer and employee experience
  • Look out for trends and proactively create plans to improve quality
  • Review chats and emails daily to ensure teammates are following policies and offering excellent service
  • Working daily to review ticket contents with a critical eye
  • Prepare weekly, monthly and quarterly management reporting
  • Host and/or facilitate meetings/ticket reviews with all teammates.
  • Send weekly reports to the client summarizing weekly KPIs and point out areas for improvement
  • Identify any potential quality issues per defined process and escalate potential quality issues immediately to management.
  • Maintain a high level of confidentiality regarding the results and specific findings of the quality process

Qualifications

  • 2+ years in Data Analytics
  • 2+ years of Customer Service/Technical Support experience (with a phone, email, and chat background)
  • Proficiency with Microsoft Office, speficially Excel
  • Proficiency with reporting tools such as PowerBI, Tableau, etc
  • Proficiency with Google Suite
  • Proficient using helpdesk software (Salesforce experience is a plus)
  • Must be a confident communicator and be able to build rapport and create relationships
  • Must have a genuine interest in the project, people and concern for customers
  • Be energetic, positive and have the ability to listen hard and change fast
  • Must have the ability to work well in a team environment, as well as alone
  • Can shift modes easily and interact with all walks of life
  • Must be available to work weekends and holidays, flexibility is needed.
  • Must have reliable transportation.
  • Must demonstrate the ability to effectively manage time, prioritize tasks and work within deadlines

TaskUs provides people, processes, and technology to power notable brands and disruptive businesses. The customer care provider leads back-office outsourcing to scale support systems and bottom lines.

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