Description As a Team Leader Quality, think of yourself as a medium for continuous improvement, not just for yourself and for your immediate team, but for the rest of the operational teams you will support. As Team Leader, you will supervise a team of Quality Analysts and work with them in developing methods and standards for quality. You will conduct audits, attend business reviews and calibration sessions, all meant to detect areas of opportunity. You will collaborate with other departments in addressing these areas of opportunities and help design new processes, guidelines, and policies as the larger team continues to strive for operational excellence. Roles and Responsibilities:Calculation of monthly audit targets and work distribution amongst QAsDrive audit target completionGather inputs from QAs, basis audits, for briefings and training need identification Create Daily Briefing Documents for the TLs to cascade to the floor for continuous improvementReport performance for aligned span on a daily/weekly/monthly basisBased on common customer concerns, suggest process/system improvements with quantified improvement opportunityAttend the Weekly Business Review with Campaign TL/OM/ClientCoordinate with Training to develop training needs analysisParticipate in strategic projects for the campaign/LoBInterview, onboard and train new QAsTrain aligned span on use of quality tools and analysis from time to time or as planned by the organizationComplete weekly coaching sessions with the QAsComplete Audit-Over-Audit for the QAs on the team (Adherence to Legend/Rubric/Definitions of the QA Sheet, and assess the Quality of inputs, insight and opportunities captured by the QAs)Maintain performance stack rank for QAs; complete quarterly performance reviews and career pathing conversationsMaintain data related to audits, calibrations, audit-over-auditsConduct cross-functional calibration sessions for QAs, Ops and TrainingMaintain change management log for the Quality Form and Rubric/Legend/DefinitionsDrive quality initiatives, contests and campaigns for the assigned spanBe updated on knowledge and serve as SME for the campaign/LoBEnsure knowledge update of the aligned spanTechnical skills:B2 English proficiencyAbility to use quality tools for analysis and data interpretationAdvance Excel/Google sheets skills necessary to facilitate data management and analysisProblem-Solving and Process Improvement SkillsKnowledge of Six Sigma / Lean principles (Preferred)At least 6 months experience in managing a team of quality analysts preferredPrevious experience relevant environment preferredSoft skills:Versatility and ability to manage multiple projectsStrong people management skillsStrong stakeholder managementAbility to coach for performanceStrong customer centricityGood written and verbal communication skillsLogical thinkingAbility to manage conflicts Attention to detailAbility to establish and maintain effective working relations with a wide variety of individualsAbility to work with a diverse teamContinuous improvement mindsetPersonality traits required:ConfidentGood oratory skillsAssertiveness Highly conscientious and diligentAbility to clearly articulate thoughtsIntegrityTrustworthinessHow 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.
