Senior Quality Manager

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 45,000 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 moment’s 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 employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

So what does a Senior Quality Manager for a call center 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:

• BPO Quality background required

• 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

• 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

Soft skills:

• Ability to collaborate with cross-functional teams across geographies

• Able to present confidently in meetings

• Logical thinker

• Great people management skills with the ability to drive the team to deliver excellence

• Great conflict management skills

• Highly customer centric and has intuitive understanding of customer/client needs

• Attention to detail

• Good interpersonal skills

• Ability to clearly articulate thoughts

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 https://www.taskus.com/careers/.