Description
We are seeking a Quality Manager to join our team at TaskUs, a Business Process Outsourcing (BPO) company. As a Quality Manager, you will be responsible for ensuring the delivery of quality KPIs for the aligned campaigns/LoBs. You will monitor day-to-day activities and achievements of the Quality teams, provide actionable insights to clients and operations based on audit observations, and drive and manage improvement initiatives.
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
- 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
- Fluent in spoken and written English