IT 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.

What can you expect in an IT Quality Analyst role with TaskUs:

The IT QA is responsible for monitoring the effectiveness and quality of support provided by different IT departments to their end users. They also use their analytical skills in creating quality metrics in accordance with departmental standards and guidelines which will provide positive customer service orientation resulting in high customer satisfaction ratings.

Key Responsibilities:

• Conducts audits per engineer on a daily basis.

• Holds calibration sessions with the assigned team/department.

• Perform side by side audit and real time coaching to engineers.

• Conducts weekly ticket reviews with leaders of assigned team/department.

• Performs roadshows for QA updates and refresher training.

• Submits weekly and monthly quality reports.

• Identify any potential quality issues per defined process and escalate quality issues immediately to management.

• Other duties as assigned – it is understood that this list of major duties and responsibilities is not an inclusive list and that other duties and responsibilities, which may include helping others in the same or different departments, may be assigned by supervision.

Key Technical Skills:

• Possess a solid understanding of process flow and development.

• Strong analytical thinking and problem-solving skills.

• Ability to design, write, test, and document efficient testing solutions to meet IT department needs.

• Ability to manage multiple projects and adapt to changing priorities.

• Ability to thrive in a fast-paced, team-oriented work environment.

• Keen attention to detail.

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

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

• Ability to represent the company in a positive and professional manner.

• Ability to work well both independently and as a member of a team.

• Passionate about working well and surpassing standards of excellence.

• Ability to express ideas, analysis, findings, formulate recommendations, etc. by means of clear and effective written and verbal communications.

• Adaptive to changing work schedules and working hours; excellent customer orientation and interpersonal, customer care skills.

• Knowledge of I.T. Systems and Equipment as well as Installation, configuration, maintenance and repair; has vast working knowledge of I.T. requirements and demands in call center and corporate environments -particularly in the area of  Operations Support.

Required Qualifications:

• Minimum of 2 years experience as Quality Analyst.

• Minimum of 3 years experience as IT Support with knowledge of troubleshooting and remote assistance.

• Graduate Bachelor’s Degree in ECE, Computer Engineering, Computer Science, Information Technology or any IT / computer related course.

• Basic to advanced knowledge of IT terminologies and processes.

• Excellent communication skills (verbal and written).

• Willing to work onsite on a shifting schedule.

Education / Certifications:

• Bachelor’s degree in a technical field (e.g. Computer Science, Information Technology) or equivalent professional experience.

Work Location / Work Schedule / Travel: 

• 100% on-site in Las Pinas office

• Rotating/Shifting schedule

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 URL https://www.taskus.com/careers/.