Senior Quality Manager

hace 2 semanas

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. Our mission is to help our clients represent, protect, and grow their brands.

We have a presence in twenty-three locations across twelve countries, including the Philippines, India, and the United States. Our company culture is built on a People First approach, which enables us to expand our workforce to approximately 45,000 employees globally.

**What We Offer**: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. We take pride in our inclusive environment and positive impact on the community.

**Job Description**: As a Senior Quality Manager, you will be responsible for championing operational excellence within our organization. You will closely monitor program metrics, provide insights and analysis, and offer recommendations for service and process improvement programs.

**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 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
  • 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.

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