Job description

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 Overview

The Sales Quality Analyst is responsible for monitoring and evaluating agent-customer sales interactions to ensure they meet compliance, quality, and performance standards. This role is essential for driving continuous improvement, ensuring calls are handled with professionalism and accuracy, and supporting agents for success within the sales/reactivation environment.

Core Responsibilities

• Quality Evaluation and Auditing: Review and assess calls/interactions to ensure compliance, consistency, and high customer experience standards. This includes performing Quality Audits on a targeted sample of interactions to check policy adherence, closure rates, and scrub performed customer satisfaction (CSAT) or Net Promoter Score (NPS).
• Strategic Coaching and Feedback: Transform raw evaluation data into actionable, human-centric coaching. Provide constructive feedback to agents to discuss their QA score, opportunities, and celebrate wins. Document all coaching sessions and next steps to track agent development and ensure accountability.
• Trend Analysis & Reporting: Generate detailed quality reports, maintain records, and identify recurring or systemic issues by leveraging evaluation data. Provide inputs, based on audits, for briefings and training need identification.
• Compliance Oversight: Ensure agents follow all legal and internal compliance requirements during sales calls.
• Dispute Resolution (If applicable): Act as the final judge when an Agent challenges a score, reviewing the interaction, providing human context, and adjusting scores if a nuanced detail was missed.
• Continuous Improvement: Partner with coordinators or management to continuously refine the AI's grading rubric or process standards as business goals change. Suggest process and system improvements based on common customer concerns or identified defects.
• Ad Hoc Tasks: Support quality-related projects, process improvements, or other tasks as assigned by management.

Qualifications & Skills

• Experience in measuring, analyzing, and tracking quality and agent metrics.
• Minimum of 1-year experience as a Quality Analyst.
• Strong attention to detail, analytical, and problem-solving skills.
• Ability to provide clear, actionable, and constructive feedback in an assertive manner.
• Excellent written and verbal communication, documentation, and reporting skills.
• Ability to adapt quickly to process changes and a continuous improvement mindset.
• Familiarity with AI-assisted QA tools or call monitoring software is a plus.
• Proficiency with Microsoft Office/Google Sheets (intermediate Excel/Sheets knowledge preferred).

Key Performance Indicators (KPIs)

• QA Score Validation Accuracy.
• Average QA score for successful calls (e.g., resulting in a sale/reactivation).
• Dispute Audit Accuracy (confirming the original evaluation was correct).
• Improvement in agent QA performance post-coaching.
• Timely completion of QA reports and feedback cycles.

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/.