Portuguese 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.

Job Summary

The Portuguese Quality Analyst will be responsible for ensuring the delivery of exceptional customer service and technical support in the Portuguese language. This role involves monitoring agent performance, providing targeted coaching, and analyzing quality data to drive continuous improvement in line with client and company Key Performance Indicators (KPIs).

Key Responsibilities

• Case Monitoring & Auditing: Monitor and audit a specified volume of customer interactions (e.g., calls, chats, emails/cases) to guarantee accuracy and adherence to established quality and process standards.
• Quality Analysis & Reporting: Analyze and evaluate quality results to achieve program objectives and KPIs. Produce comprehensive quality assurance reports and analysis for management and operations teams.
• Coaching & Feedback: Perform individual coaching sessions and one-to-ones to address quality gaps and process adherence.
• Calibration & Training Support: Deliver knowledge sessions and briefings on quality audit results. Document and enhance processes and procedures to ensure knowledge is calibrated across the team.
• Process Improvement: Apply process improvement and enhancement methodologies to improve operational performance, including productivity and overall outcomes.
• Policy Management: Ensure team members are following the appropriate process flow and escalation paths to resolve customer issues.
• Mentorship: Support new hires by providing feedback and guidance during nesting periods.

Required Qualifications

• Language Proficiency: Native or C1-level proficiency in Portuguese (verbal and written) is required, along with a working proficiency in English (B1-B2 level) to understand training materials and tools.
• Experience: Previous experience in a Quality Assurance, Senior Customer Service, or Coaching role, preferably within a BPO or call center setting.
• Skills:
  • Strong problem-solving, decision-making, and analytical thinking skills.
  • Excellent written and verbal communication and negotiation skills, with the ability to maintain a professional and empathetic tone.
  • Proficiency in process documentation, including creating and updating SOPs, process maps, and other documentation.
  • Skilled in multi-tasking and quickly adapting to changes.

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