Quality Supervisor

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 Summary

The Quality Assurance Supervisor is responsible for leading and managing a team of QA Analysts or agents to ensure the delivery of exceptional customer service and the maintenance of high-quality standards across all customer interactions. This role involves developing implementing and monitoring quality processes to drive continuous improvement enhance customer satisfaction and ensure compliance with all company policies and regulatory guidelines.

Key Responsibilities

Quality Management and Monitoring:

• Monitor and evaluate customer interactions (calls emails chat etc.) to ensure adherence to established quality standards scripts and compliance guidelines.
• Develop and implement effective quality assurance processes including call monitoring documentation reviews and performance metrics tracking.
• Conduct regular audits and inspections to assess call center operations and identify areas for improvement in processes and service delivery.
• Finalize and manage the Quality Assurance form/scorecard and ensure TQT (Tool/System) readiness and use for auditing.
• Conduct calibration sessions to maintain consistency in internal review evaluations across the team.

Team Leadership and Development:

• Supervise the daily activities of the QA team providing guidance and support.
• Conduct performance evaluations and provide regular constructive feedback and coaching to the QA team to enhance their skills and knowledge.
• Collaborate with Team Managers/Leaders (TLs) and Learning & Development to identify training needs for agents and develop targeted quality improvement plans and training programs.
• Be involved in the hiring and onboarding process for new QA Analysts and agents.

Data Analysis and Reporting:

• Analyze key performance indicators (KPIs) and quality data such as Customer Satisfaction (CSAT) First Call Resolution (FCR) rate Average Handle Time (AHT) and quality scores to identify performance trends and recurring issues.
• Prepare and present monthly and annual performance reports on quality metrics and findings to upper management making data-driven recommendations for process improvements.
• Document quality findings and maintain accurate records of evaluation scores feedback provided and action plans implemented.

Collaboration and Process Improvement:

• Collaborate with other departments (Operations Training Technology) to align on quality standards resolve complex customer issues and implement corrective actions to enhance overall operational efficiency and customer experience.
• Handle escalated customer inquiries and complaints providing efficient resolution and feedback to prevent recurrence.

Qualifications

• Education:Associates or Bachelors degree in Business Administration Communications or a related field (preferred).
• Experience:At least 2-5 years of experience in a call center environment with a proven track record in a Quality Assurance or supervisory/leadership role.
• Skills:
  • Strong analytical and problem-solving skills with the ability to interpret data and make informed decisions.
  • Excellent leadership communication and coaching abilities to motivate and develop a team.
  • Deep knowledge of call center operations and quality assurance processes.
  • Proficiency in call center software CRM systems (e.g. Zendesk Salesforce) and quality monitoring tools.

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 Experience:

Manager