Description Our people make all the difference in our success. So what does a Senior Quality Manager really do? Think of yourself as a champion for operational excellence. You will closely monitor program metrics, provide insights and analysis, offer recommendations, and help manage the implementation of service and process improvement programs and efforts. Your contribution will help ensure that program metrics and service level requirements for quality are consistently met. You will also take the lead in conducting quality audits, reporting findings, and proposing new systems and policies for continuous improvement. Consider yourself a consultant to stakeholders, a mentor and guide to teams, and an important asset to our passionate pursuit for quality. Imagine yourself going to work with one thing on your mind: you are responsible for your program's achievement of performance objectives, ensuring consistency and quality in all customer interactions. As you tackle new tasks for the day, you know that it will lead to one thing: raising the bar for our quality operations to produce ridiculously impressive outcomes.Roles and Responsibilities:Ensure that all quality processes are set up as per TaskUs Quality model Participate in the upkeep of the TaskUs Quality modelOwn the deployment of quality strategy (both internal and client enforced) within aligned teamsEvaluate and audit existing processes with the intent of continuous improvement Establish process, procedures and work roles; assist in SOP writing Participate in monthly, quarterly and annual business reviews for the supported accountsParticipate in training needs identification and analysis discussions with key stakeholders Provide strategic inputs for metric improvement Liaise with the Business Intelligence and Data Science (BIDS) team to build automated reports and dashboards for quality and operational performance metricsDrive accountability with Operations, Training to meet quality performance goals and ensure program standards are metOversee staying in line with contractual spans and auditing requirementsIdentify opportunities for improvement of projects/action plans based on balanced scorecards and act as a mentor up to completionIdentify opportunities for cost optimization and efficiency improvement within the quality function Manage a team of 4-5 quality managersRecruit, onboard and train quality staffComplete yearly performance assessments and merit reviewsReview and maintain budgets and aid the director in the development and maintenance of a quality plan and standard operating procedures (SOPs)Technical skills & Qualifications:Well-versed in problem-solving techniquesHands on with different analysis toolsAbility to analyze large data sets and derive insightsAdvance Excel/Google sheets skills necessary to facilitate data management and analysisExcellent communication and presentation skillsAt least three (3) years of experience in quality management in a BPO environmentProblem solving and process improvement skillsIndustry-recognized quality certifications (Six Sigma, Lean, COPC, PMP, etc) desirablePrevious experience in a content moderation environment preferredExperience in managing transition/deployment/improvement projects preferredSoft skills:Stakeholder managementAble to present confidently in meetingsLogical thinkingAble to motivate large teams to achieve common goalsAbility to manage multiple projectsStrong people management skillsAbility to coach for performanceStrong customer centricityGood written and verbal communication skillsAbility to manage conflicts Attention to detailVersatility and ability to work on multiple projectsAbility to establish and maintain effective working relations with different individualsAbility to work with a diverse teamPersonality traits required:Powerful personaAssertiveAbility to clearly articulate thoughtsConfidentGood oratory skillsHighly conscientious and diligentContinuous improvement mindsetHow 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.
