**Job 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 program metrics and service level requirements for quality are met consistently.
You will also take the lead in conducting quality audits, report on findings, and propose 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 upkeep of the TaskUs Quality model
- Own the deployment of quality strategy (both internal and client enforced) within aligned teams
- Evaluate 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 accounts
- Participate in Training Needs Identification and Analysis discussions with key stakeholders
- Provide strategic inputs for metric improvement
- Liaison with the BIDS team to build automated reports and dashboards for quality and operational performance metrics
- Drive accountability with Operations, Training meet quality performance goals and ensure program standards are met on a week-over-week basis
- Oversee staying in line with contractual spans and auditing requirements
- Identify opportunities for improvement projects/action plans based on balanced scorecard and act as a mentor through to completion
- Identify opportunities for cost optimization & efficiency improvement within the quality function
- Manage a team of 4-5 Quality Managers
- Recruit, onboard and training Quality staff
- Complete yearly performance assessments and merit reviews
- Review 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 with problem-solving techniques
- Hands on with different analysis tools
- Ability to analyze large data sets and derive insights
- Advance Excel/Google sheets skills necessary to facilitate data management and analysis
- Excellent communication and presentation skills
- At least three (3) years of experience in quality management in a BPO environment
- Problem-Solving and Process Improvement Skills
- Industry recognised Quality certifications (Six Sigma, Lean, COPC, PMP, etc) desirable
- Previous experience in a content moderation environment preferred
- Experience in managing transition/deployment/improvement projects preferred
**Soft skills**:
- Stakeholder management
- Able to present confidently in meetings
- Logical thinking
- Able to motivate large teams to achieve common goals
- Ability to manage multiple projects
- Strong people management skills
- Ability to coach for performance
- Strong customer-centricity
- Good written and verbal communication skills
- Ability to manage conflicts
- Attention to detail
- Versatility and ability to work on multiple projects
- Ability to establish and maintain effective working relations with a wide variety of individuals
- Ability to work with a diverse team
**Personality traits required**:
- Powerful persona
- Assertiveness
- Ability to clearly articulate thoughts
- Confident
- Good oratory skills
- Assertiveness
- Highly conscientious and diligent
- Continuous improvement mindset
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