So what does a Shared Services Operations Advocate do?

Quality Assurance 

- Monitor, evaluate, and/or audit Glowstick tickets. 

- Perform regular audit checks on defined compliance requirements. 

- Meet departmental productivity requirements (e.g., number of tickets monitored per month, per case handler, etc.). 

- Customer Satisfaction 

- Weekly DSAT audit for each department to identify the root cause of dissatisfaction. 

- Service Recovery 

- Trigger a service recovery to avoid possible escalations. 

- Facilitate and/or participate in calibration sessions. 

- Monitor coaching compliance of Ambassadors/Team Leaders. 

- Facilitate QA Talk session. 

- Submit recommendations for process improvement. 

Knowledge Article Management

- The KA Writer will play an instrumental role in improving our knowledge content by reviewing, editing, and creating articles for our Glowstick users.

- The candidate must be able to work well within a team. This position will have direct contact with key stakeholders and groups. 

- Understand the KA Guidelines and Framework. 

- Review published Glowstick articles and identify the department owner. 

- Evaluate existing articles for each department to see which ones should be updated, archived, or if one should be created. 

- Facilitate/participate discussions with various departments to better understand processes. 

- Liaise with Glowstick leaders on the revisions required and monitor compliance. 

- Create/update Glowstick articles following the KCS Style Guide. 

- Review/create/update Glowstick articles based on the updated information received from different stakeholders across the organization. Develop comprehensive knowledge articles. 

- Constantly coordinate with internal groups to ensure that processes are up-to-date. 

- Ensure that the KA Framework is followed at all times. 

- Monitor, evaluate, and/or audit the knowledge articles created by each department to ensure compliance. - Submit recommendations for process improvement. 

- Facilitate the KA session following the KCS style guide. 

Requirements:

- At least 1 year experience in QA and Process Improvement

- Experience creating strong, engaging content 

- Demonstrated excellence in writing, proofreading, and editing

- Excellent research, organizational, and time management skills 

. Strong listening and communication skills 

- The capacity to work independently and collaboratively 

- Ability to work efficiently without compromising quality or accuracy 

- Strong analytical and problem-solving skills 

- Loves learning and is passionate about continuous self-improvement.

About TaskUs

TaskUs is a leading provider of outsourced digital services and next-generation customer experience to the world’s most innovative 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 and ride-sharing, Technology, FinTech and HealthTech. As of March 31, 2023, TaskUs had a worldwide headcount of approximately 47,700 people across 27 locations in 13 countries, including the United States, the Philippines and India.

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 is our responsibility as a business.

TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodation in any part of the hiring process, please let us know.

“Please take note that 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.”