Senior Quality Manager
Senior Quality Manager
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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 45000 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 moments 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 employees career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.
Job Description
Our people make all the difference in our success. So what does a Senior Quality Manager really do Think of yourself as a champion for operational excellence. You will closely monitor program metrics provide insights and analysis offer recommendations and help manage the implementation of service and process improvement programs and efforts. Your contribution will help ensure program metrics and service level requirements for quality are met consistently. You will also take the lead in conducting quality audits report on findings and propose new systems and policies for continuous improvement. Consider yourself a consultant to stakeholders a mentor and guide to Teams and an important asset to our passionate pursuit for quality.
Imagine yourself going to work with one thing on your mind: you are responsible for your programs achievement of performance objectives ensuring consistency and quality in all customer interactions. As you tackle new tasks for the day you know that it will lead to one thing: raising the bar for our quality operations to produce ridiculously impressive outcomes.
Responsibilities:
Ensure that all Quality processes are set up as per TaskUs Quality model
Participate in the upkeep of the TaskUs Quality model
Own the deployment of quality strategy (both internal and client enforced) within aligned teams
Evaluate and audit existing processes with the intent of continuous improvement
Establish process procedures and work roles; assist in SOP writing
Participate in Monthly Quarterly and Annual business reviews for the supported accounts
Participate in Training Needs Identification and Analysis discussions with key stakeholders
Provide strategic inputs for metric improvement
Liaison with the BIDS team to build automated reports and dashboards for quality and operational performance metrics
Drive accountability with Operations Training meet quality performance goals and ensure program standards are met on a week-over-week basis
Oversee staying in line with contractual spans and auditing requirements
Identify opportunities for improvement projects/action plans based on a balanced scorecard and act as a mentor through to completion
Identify opportunities for cost optimization & efficiency improvement within the quality function
Manage a team of 4-5 Quality Managers
Recruit onboard and train Quality staff
Complete yearly performance assessments and merit reviews
Review and maintain budgets and aid the Director in the development and maintenance of a quality plan and Standard Operating Procedures (SOPs)
Technical skills & Qualifications:
Well versed with problem-solving techniques
Hands-on with different analysis tools
Ability to analyze large data sets and derive insights
Advance Excel/Google sheets skills necessary to facilitate data management and analysis
Excellent communication and presentation skills
At least three (3) years of experience in quality management in a BPO environment
Problem-Solving and Process Improvement Skills
Industry recognized Quality certifications (Six Sigma Lean COPC PMP etc) are desirable
Previous experience in a content moderation environment preferred
Experience in managing transition/deployment/improvement projects preferred
Soft skills:
Stakeholder management
Able to present confidently in meetings
Logical thinking
Able to motivate large teams to achieve common goals
Ability to manage multiple projects
Strong people management skills
Ability to coach for performance
Strong customer-centricity
Good written and verbal communication skills
Ability to manage conflicts
Attention to detail
Versatility and ability to work on multiple projects
Ability to establish and maintain effective working relations with a wide variety of individuals
Ability to work with a diverse team
Personality traits required:
Powerful persona
Assertiveness
Ability to clearly articulate thoughts
Confident
Good oratory skills
Assertiveness
Highly conscientious and diligent
Continuous improvement mindset
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.
EEO: TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees our clients our services and our community.
We invite you to explore all TaskUs career opportunities and apply through the provided URL Experience:
Manager
Employment Type
Full-Time
Key Skills
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