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.
Job Description
So what does a Quality Manager for a call center (Manufacturing Quality applicants are not welcome) 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.) Required
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
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
Highly customer centric and has intuitive understanding of customer/client needs
Good interpersonal skills
Ability to clearly articulate thoughts
Personality traits: Assertiveness and passionate commitment to achieving results
Highly conscientious and attaches high value to integrity
About TaskUs TaskUs (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. Click here to learn more about our #RidiculouslyGood Culture & life at TaskUs.
At TaskUs, we put our frontline first, period. We have state-of-the-art workspaces, top-notch benefits, and some of the best teammates in the world. No matter where you are around the globe, we invest in you and your career growth. Join Us! Let's change the way the world works.
Protecting You from FraudTaskUs is looking for ridiculously good talent, and we are excited that you are considering TaskUs for your next career step. In doing so, we take your security and safety very seriously to ensure as part of the hiring process. Here are a few things that are important to know about our company and recruiting process:
You will never be asked for payment information or banking information during the application or interview process.
We WILL NOT ask you for your national ID number (Social Security or Government ID) or date of birth when applying for a position with us
Please be aware that scammers may try to take advantage of you by impersonating TaskUs or TaskUs employees in order to access money or personal information and offer false employment opportunities in our name.
We have identified several clues to watch out for to help you identify and avoid recruiting scams:
TaskUs will never ask for financial information of any kind or for payment of money during the job application process.We do not require any financial, credit card or bank account information and/or any payment of any kind in order to be considered for employment. If you are asked to pay for things like equipment fees, travel fees, or some other deposit or application-processing fee, even if claimed you will be reimbursed, this is not Us. It is a scam.
TaskUs does not require personal information including Social Security Number, National ID, Government ID or date of birth as part of the application process. We may ask for basic contact information such as your email address, phone number, and/or home address to ensure we can contact you.
If you were contacted by a third-party organization claiming to represent TaskUs or hiring on behalf of TaskUs, or if you were contacted in a chat room such as Google Hangouts, Freelancer.com or Telegram app, you should be careful in sharing any information. TaskUs official chat room is located on our Careers website ( taskus.wd1.myworkdayjobs.com/Careers ). This is the only chat room where you will find our recruiters.
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