Quality Analyst

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. 

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally.Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

The Quality Analyst is responsible for creating an end-to-end test plan including quality metrics; executing the plan and managing all activities in the plan to ensure that all the objectives are met and that the solution works as expected. The solution should be tested in terms of functionality, performance, reliability, stability, and compatibility with other legacy- and/or external systems.

Waymo is looking for Fleet Response Quality Analysts. As a Quality Analyst, you will be responsible for reviewing Fleet Response Specialist tool-to-vehicle interactions and assessing response accuracy and adherence to standard operating procedures. You will be expected to flag interactions for manager review as needed each week, identify trends in low scoring interactions, and provide feedback regarding policies and areas of improvement. 

Waymo’s mission is to make it safe and easy for people and things to move around. It is the job of the Quality Analyst to document whether interactions follow all SOPs appropriately. Quality Analysts must exhibit a strong commitment to safety, professionalism and personal responsibility. 

Roles and Responsibilities:

• Evaluate TMs tool-to-vehicle interactions to assess response accuracy 

• Participate in stuck rubric grading alignment sessions to further improve rubric dimensions and Fleet Response quality 

• Assist with the compilation and analysis of driverless Self Driving Car interactions

•  Generate simulation scenarios to determine the most effective Fleet Response Specialist action to take to resolve the scenario 

• Coach agents for performance improvement

• Report performance for aligned span on a daily/weekly/monthly basis

• Provide inputs, basis audits, for briefings and training need identification 

• Partner with TLs in leading Team Meetings for metric improvement

• Participate in strategic projects for the campaign/LoB

• Identify and escalate any potential quality issues per defined process

• Isolate and report defects; verify defect fixes

• Suggest process/system improvements based on common customer concerns

• Accomplish other responsibilities assigned by management

• Drive quality initiatives, contests and campaigns for the assigned span

• Be updated on knowledge and serve as SME for the campaign/LoBR

Technical skills & Qualifications:

• Demonstrated expertise in Fleet Response Specialist systems with at least 3 months experience in the Fleet Response Specialist role 

• Full understanding of fleet response best practices and escalation policies 

• Excellent verbal and written communication skills 

• Excel at independent and group based tasks and projects 

• Superb Fleet Response Specialist metrics for the past 90 days

• Must be DO and Stuck Specialist certified

• Quality Analyst will be on a probationary period for the first 30 days in this role 

• Must consistently meet stuck rubric alignment expectations 

• Able to sit for long periods of time 

• Detail-oriented with an ability to effectively complete work that can be repetitive in nature 

• Meets all Fleet Response Specialist (PHX/DTW) requirements, including drug testing and driving record checks. 

• Exceptional Time Management

• At least 2 years in college (BS or BA preferred)

• Minimum of 1-year experience as Quality Analyst (preferred)

• Basic excel/google sheets skills

• Problem-solving skills

• Preferably familiar with application of basic quality tools such as cause and effect, histogram, correlation etc.

Soft skills:

• Strong customer centricity

• Ability to provide constructive feedback in an assertive manner

• Good written and verbal communication skills

• Logical thinking

• Ability to manage conflicts 

• Attention to detail

• Ability to work with minimal supervision and demonstrate initiative and good judgment

• Versatility and ability to work on multiple projects

• Ability to establish and maintain effective working relations with a wide variety of individuals

• Ability to work with a diverse team

• Continuous improvement mindset

Personality traits required:

• Clear thought process

• Ability to clearly articulate 

• Highly conscientious and diligent

• Assertiveness

Schedule: 

• QA Specialists may be required to change their scheduled shift days in order to meet business needs, including but not limited to working night, weekend, or holiday shifts.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URLhttps://www.taskus.com/careers/.