Senior Quality Operations Director

hace 2 meses

Tijuana, Baja California, México Taskus A tiempo completo
About TaskUs

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect, and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

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 at a moment's notice, and mastering consistency in an ever-changing world.

What We Offer

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs.

Job Description

You will be responsible for championing operational excellence, closely monitoring program metrics, providing insights and analysis, offering recommendations, and helping manage the implementation of service and process improvement programs and efforts. Your contribution will help ensure that program metrics and service level requirements for quality are consistently met.

You will lead in conducting quality audits, reporting findings, and proposing new systems and policies for continuous improvement. As a consultant to stakeholders, a mentor and guide to teams, and an important asset to our passionate pursuit for quality, you will be instrumental in driving accountability with Operations, Training to meet quality performance goals and ensure program standards are met.

You will 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. You will also identify opportunities for cost optimization and efficiency improvement within the quality function.

As a Senior Quality Operations Director, you will 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).

Technical Skills & Qualifications
  • 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

Estimated salary range: $80,000 - $120,000 per year.

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