Job Description

It started with one ridiculously good idea - Create a different breed of 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 in a moment\'s notice, mastering consistency in an ever-changing world - that\'s what it takes to get there. If that\'s something you want to be apart of, apply today!

for Quality Manager

So what does a 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 your Teams, and the owner of quality delivery for the aligned teams.

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 interactions & transactions. 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 delivery of quality KPIs for the aligned campaigns/LoBs
• Work with training & operations to plan team capacity as per contractual ratios accounting ramp plans & attrition levels
• Monitor day to day activities and achievements of the quality teams
• Provide actionable insights to clients and operations basis audit observations
• Drive and manage improvements initiatives based on RCA or client\'s requests towards 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
• Responsible for deployment of the 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 deliver identify training needs
• Responsible for quality knowledge management of aligned teams
• Career coaching for one downs to prepare them for 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
• Passionately tell the story of why quality matters, build consensus and inspire others to move fast on fixing problems
• Responsible for the performance management and appraisal of aligned QTLs
• Technical skills & Qualifications:
• Well versed with structured problem solving techniques
• Ability to analyze data and arrive at actionable insights
• Strong practical experience with Excel, PowerPoint and Google Documents
  (PivotTable, Charts, Statistical functions)
• BPO background required
• Familiar with application of quality tools to analyse data
• Statistical aptitude
• Problem-solving - Quality certification (e.g. Lean Six Sigma, TQM, 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, 3rd party vendors. etc.)
• Fluent in English, both written and verbal
• Soft skills:
• Ability to collaborate with cross-functional teams across geographies
• Able to present confidently in meetings
• Logical thinker
• Good people management skills with ability to drive the team to deliver excellence
• Great conflict management skills
• Highly customer-centric and intuitive understanding of customer/client needs
• Attention to detail
• Good interpersonal skills
• Highly conscientious and diligent

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/.