BPO Quality Analyst SupervisorApply locations: Puebla, Mexico
Time type: Full time
Posted on: Posted 2 Days Ago
Time left to apply: End Date: January 1, 2025 (13 days left to apply)
Job requisition ID: R_2412_17722
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.
As a BPO Team Leader Quality, you will supervise a team of Client 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.
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.
Roles and Responsibilities: Must have previous experience in Call Center CampaignsCalculation of monthly audit targets and work distribution amongst QAsDrive audit target completionGather inputs from QAs, basis audits, for briefings and training need identificationCreate 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 teamMaintain 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 RubricDrive 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: Ability to use quality tools for analysis and data interpretationAdvanced Excel/Google Sheets skills necessary to facilitate data management and analysisProblem-Solving and Process Improvement SkillsKnowledge of Six Sigma / Lean principles desirableAt least 6 months experience in managing a team of quality analysts preferredPrevious experience in a content moderation 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 conflictsAttention 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 skillsAssertivenessHighly 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 https://www.taskus.com/careers/.
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 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.
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