Senior Quality Manager
hace 1 mes
**About the Role**
At TaskUs, we're on a mission to deliver ridiculously impressive outcomes, and we're looking for a seasoned professional to join our team as a Senior Quality Manager. As a champion for operational excellence, you'll play a critical role in ensuring that our program metrics and service level requirements for quality are consistently met.
**Key Responsibilities**
- Ensure that all quality processes are set up as per TaskUs Quality model
- Participate in the 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
- Liaise with the Business Intelligence and Data Science (BIDS) team to build automated reports and dashboards for quality and operational performance metrics
- Drive accountability with Operations, Training to meet quality performance goals and ensure program standards are met
- Oversee staying in line with contractual spans and auditing requirements
- Identify opportunities for improvement of projects/action plans based on balanced scorecards and act as a mentor up to completion
- Identify opportunities for cost optimization and efficiency improvement within the quality function
- Manage a team of 4-5 quality managers
- Recruit, onboard and train 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)
**Requirements**
- Well-versed in 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-recognized 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
**What We Offer**
- A dynamic and supportive work environment
- Opportunities for professional growth and development
- A competitive salary and benefits package
- A chance to work with a passionate team dedicated to delivering ridiculously impressive outcomes
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