Responsibilities:
- Ensure that all quality processes are set up as per TaskUs Quality model
- Own the deployment of quality strategy (both internal and client enforced) within aligned teams
- Establish process, procedures and work roles; assist in SOP writing
- Liaise with the Business Intelligence and Data Science (BIDS) team to build automated reports and dashboards for quality and operational performance metrics
- Ensure delivery of quality KPIs for the aligned campaigns/LoBs
- Monitor day-to-day activities and achievements of the Quality teams
- Oversee staying in line with contractual spans and auditing requirements
- 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 the quality leadership on functional projects
- Work with Training and Operations to identify training needs
- Manage quality knowledge of aligned teams with focus on their skill development
- 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
- Review and maintain budgets and aid the director in the development and maintenance of a quality plan and standard operating procedures (SOPs)
Technical skills and qualifications:
- Industry-recognized quality certifications (Six Sigma, Lean, COPC, PMP, etc) essential
- 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 Sheets
- BPO background required
- Experience in managing transition/deployment/improvement projects preferred
- Familiar with the application of quality tools to analyze data
- Statistical aptitude
- Excellent communication and presentation skills
- 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.)
Soft skills:
- English fluency no less than high B2, preferred C1
- 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
