Quality Manager
TaskUs · Cali
It started with one ridiculously good idea - Create a different breed of 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 in a moment’s notice, mastering consistency in an ever-changing world – that’s what it takes to get there. If that's something you want to be apart of, apply today!
So what does a Quality Manager do? Think of yourself as a champion for operational excellence. A proponent of your program's achievement of performance objectives. An advocate of consistency and quality in all interactions and transactions. The tasks you tackle raise the bar for our quality operations to produce ridiculously impressive outcomes.
You will monitor program metrics, provide insights and analysis, and offer recommendations. You will also help manage the implementation of improvement efforts on services and processes. Additionally, you will ensure that quality is always met by leading quality audits and reporting its findings. You will propose new systems and policies for continuous improvement, too.
Your contributions will help ensure that our operations exceed expectations. With your work, our program metrics and service level requirements for quality are consistently met.
Consider yourself a consultant to stakeholders, a mentor and guide to your teams, and the owner of quality delivery for the aligned teams.
Responsibilities:
Ensure delivery of quality KPIs for the aligned campaigns/LoBs
Monitor day-to-day activities and achievements of the Quality teams
Provide actionable insights to clients and operations based on audit observations
Drive and manage improvement initiatives based on RCA or client's requests toward metrics, new processes, or people's opportunities
Identify opportunities for improvement and help develop impactful and measurable action plans to address these
Ensure quality dashboards are published in a timely manner
Deploy quality strategy for the aligned span
Ensure adherence to quality processes across the board
Work with senior quality leadership on functional projects
Work with Training and Operations to identify training needs
Manage quality knowledge of aligned teams
Perform career coaching for the quality team to prepare them for the next level
Understand customer needs and requirements to develop effective quality control processes
Collaborate with cross-functional teams on driving quality improvement projects
Interface with clients for quality reviews, needs, updates, and ideation
Interface with internal stakeholders for quality reviews. Also, attend the reviews for other functions and ensure alignment of objectives
Tell the story of why quality matters, build consensus, and inspire others to move fast on fixing problems
Manage performance and appraisal of aligned Quality supervisors
Technical skills and qualifications:
Well-versed with structured problem-solving techniques
Ability to analyze data and arrive at actionable insights
Strong practical experience with Excel (PivotTable, Charts, Statistical functions), PowerPoint, and Google Documents
BPO background required
Familiar with the application of quality tools to analyze data
Statistical aptitude
Quality certification (e.g., Lean Six Sigma, Total Quality Management, etc.) preferred
Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams
5+ years of demonstrated management ability across diverse functions (direct reports, cross-functional relationships, third party vendors. etc.)
Fluent in spoken and written English
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
TaskUs is an Equal Opportunity Employer