TaskUs - Manager - Quality

So 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/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:

- 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 (direct reports, cross-functional relationships, third party vendors. etc.)

- Fluent in spoken and written English

Soft skills:

- 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

- Great conflict management skills

- Highly customer centric and has intuitive understanding of customer/client needs

- Attention to detail

- Good interpersonal skills

- Ability to clearly articulate thoughts

Personality traits:

- Assertiveness and passionate commitment to achieving results

- Problem solver

- Diligent

- 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.