Description 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/LoBsMonitor day-to-day activities and achievements of the Quality teamsProvide actionable insights to clients and operations based on audit observationsDrive and manage improvement initiatives based on RCA or client's requests toward metrics, new processes, or people's opportunitiesIdentify opportunities for improvement and help develop impactful and measurable action plans to address theseEnsure quality dashboards are published in a timely mannerDeploy quality strategy for the aligned spanEnsure adherence to quality processes across the boardWork with senior quality leadership on functional projectsWork with Training and Operations to identify training needsManage quality knowledge of aligned teamsPerform career coaching for the quality team to prepare them for the next levelUnderstand customer needs and requirements to develop effective quality control processesCollaborate with cross-functional teams on driving quality improvement projectsInterface with clients for quality reviews, needs, updates, and ideationInterface with internal stakeholders for quality reviews. Also, attend the reviews for other functions and ensure alignment of objectivesTell the story of why quality matters, build consensus, and inspire others to move fast on fixing problemsManage performance and appraisal of aligned Quality supervisorsTechnical skills and qualifications:English proficiency of B2 or higherWell-versed with structured problem-solving techniquesAbility to analyze data and arrive at actionable insightsStrong practical experience with Excel (PivotTable, Charts, Statistical functions), PowerPoint, and Google DocumentsBPO background requiredFamiliar with the application of quality tools to analyze dataStatistical aptitudeQuality certification (e.g., Lean Six Sigma, Total Quality Management, etc.) preferredExperience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams5+ years of demonstrated management ability across diverse functions (direct reports, cross-functional relationships, third party vendors. etc.)Fluent in spoken and written EnglishSoft skills:Ability to collaborate with cross-functional teams across geographiesAble to present confidently in meetingsLogical thinkerGreat people management skills with the ability to drive the team to deliver excellenceGreat conflict management skillsHighly customer centric and has intuitive understanding of customer/client needsAttention to detailGood interpersonal skillsAbility to clearly articulate thoughtsPersonality traits:Assertiveness and passionate commitment to achieving resultsProblem solverDiligentHighly conscientious and attaches high value to integrityAbout TaskUsTaskUs (NASDAQ: TASK) is a provider of outsourced digital services and next-generation customer experience to innovative and disruptive 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, ridesharing, HiTech, FinTech, and HealthTech.As of June 30, 2021, TaskUs had approximately 31,500 employees across twenty locations in the United States, the Philippines, India, Mexico, Taiwan, Greece, Ireland, and Colombia. 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.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.
