Portuguese QA

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.

Job Summary

The Call Center Quality Analyst (Portuguese Language) will be responsible for monitoring, evaluating, and analyzing the performance of customer service interactions (calls, emails, chat, and social media) conducted in the Portuguese language. The main objective is to ensure adherence to company quality standards and procedures, identify opportunities for service improvement, and contribute to enhancing the customer experience.

Key Responsibilities

• Monitoring and Evaluation:
  • Continuously monitor customer service interactions (voice and/or text) in Portuguese, using the company's standard evaluation methodology and form.
  • Ensure accuracy and objectivity in classifying interactions, identifying process deviations, information errors, and opportunities for improvement in communication.
• Feedback and Coaching:
  • Provide constructive and detailed feedback to call center agents, individually or in groups, regarding their interaction performance.
  • Assist in developing action plans for correcting faults and improving customer service skills.
  • Actively participate in coaching and training sessions, as necessary.
• Analysis and Reporting:
  • Compile and analyze quality evaluation data to identify trends, training gaps, and critical performance areas for the team.
  • Generate periodic quality reports (daily, weekly, and monthly) for management, highlighting key findings and proposing solutions.
• Calibration and Processes:
  • Participate in calibration sessions to ensure consistency of quality evaluations across the entire team.
  • Collaborate with management in reviewing and updating service scripts, policies, and procedures for the Quality area.

Requirements and Qualifications

• Experience: Previous experience in a Call Center, Contact Center, or Customer Service environment. Proven experience with routines and methodologies of the Quality Assurance (QA) area.
• Languages: Verbal and written fluency in Portuguese (native or advanced level).
• Education: Completed or in-progress higher education (in areas such as Communication, Administration, or related fields).
• Technical Skills:
  • Familiarity with call recording systems, CRM platforms, and quality management tools.
  • Proficiency in Microsoft Office Suite, especially Excel, for data analysis and presentation.
• Behavioral Competencies:
  • Excellent interpersonal communication skills and the ability to provide feedback clearly and objectively.
  • High level of attention to detail and analytical thinking.
  • Ability to work independently, managing deadlines and evaluation quotas.

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/.