Senior Quality Manager

hace 1 mes


Tijuana, Baja California, México Taskus A tiempo completo

**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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