Dirección
forma de trabajoOur 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 that program metrics and service level requirements for quality are consistently met. You will also take the lead in conducting quality audits, reporting findings, and proposing 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 program’s 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.
Roles and 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
Liaise with the Business Intelligence and Data Science (BIDS) team to build automated reports and dashboards for quality and operational performance metrics
Drive accountability with Operations, Training to meet quality performance goals and ensure program standards are met
Oversee staying in line with contractual spans and auditing requirements
Identify opportunities for improvement of projects/action plans based on balanced scorecards and act as a mentor up to completion
Identify opportunities for cost optimization and 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 in 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) 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 different individuals
Ability to work with a diverse team
Personality traits required:
Powerful persona
Assertive
Ability to clearly articulate thoughts
Confident
Good oratory skills
Highly conscientious and diligent
Continuous improvement mindset
