Quality Senior Manager
TaskUs, LLC
Santiago De Cali, Valle del Cauca, CO
hace 1 día
source : WHATJOBS
  • 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!

    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

    Able to present confidently in meetings

    Logical thinking

    Able to motivate large teams to achieve common goals

    Ability to manage multiple projects

    Ability to coach for performance

    Good written and verbal communication skills

    Ability to manage conflicts

    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

    Ability to clearly articulate thoughts

    Good oratory skills

    Highly conscientious and diligent

    If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

    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.

    Whether you’re in the US, Asia, Mexico or beyond, we invest in your career growth. We create an environment where you not only work hard, learn, grow and succeed but you have fun while doing it.

    We treat each other with respect and push each other to be our best personal and professional selves every day while celebrating our accomplishments and rewarding exceptional work.

    If you’re looking for a new challenge or just want to be a part of something historic, join us. Let’s change the way the world works. Our Story .

    TaskUs 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 to ensure 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.

    We have identified several clues to watch out for to help you identify and avoid recruiting scams :

    TaskUs will never ask for financial information of any kind or for payment of money during the job application process.We do not require any financial, credit card or bank account information and / or any payment of any kind in order to be considered for employment.

    If you are asked to pay for things like equipment fees, travel fees, or some other deposit or application-processing fee, even if claimed you will be reimbursed, this is not Us. It is a scam.

    TaskUs does not require personal information including Social Security Number, National ID, Government ID or date of birth as part of the application process.

    We may ask for basic contact information such as your email address, phone number, and / or home address to ensure we can contact you.

    If you were contacted by a third-party organization claiming to represent TaskUs or hiring on behalf of TaskUs, or if you were contacted in a chat room such as Google Hangouts, Freelancer.

    com or Telegram app, you should be careful in sharing any information. TaskUs official chat room is located on our Careers website ( taskus.

    wd1.myworkdayjobs.com / Careers ). This is the only chat room where you will find our recruiters.

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