BPO Quality Analyst Supervisor

hace 2 días

Puebla, Puebla, 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.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (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 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. Join our team today and experience firsthand our dedication to supporting People First.

As a BPO Team Leader Quality, think of yourself as a medium for continuous improvement, not just for yourself and for your immediate team, but for the rest of the operational teams you will support. As Team Leader, you will supervise a team of Client Analysts and work with them in developing methods and standards for quality. You will conduct audits, attend business reviews and calibration sessions, all meant to detect areas of opportunity. You will collaborate with other departments in addressing these areas of opportunities and help design new processes, guidelines, and policies as the larger team continues to strive for operational excellence.

Roles and Responsibilities:

Must have previous experience in Call Center Campaigns

Calculation of monthly audit targets and work distribution amongst QAs
Drive audit target completion
Gather inputs from QAs, basis audits, for briefings and training need identification
Create Daily Briefing Documents for the TLs to cascade to the floor for continuous improvement
Report performance for aligned span on a daily/weekly/monthly basis
Based on common customer concerns, suggest process/system improvements with quantified improvement opportunity
Attend the Weekly Business Review with Campaign TL/OM/Client
Coordinate with Training to develop training needs analysis
Participate in strategic projects for the campaign/LoB
Interview, onboard and train new QAs
Train aligned span on use of quality tools and analysis from time to time or as planned by the organization
Complete weekly coaching sessions with the QAs
Complete Audit-Over-Audit for the QAs on the team
Maintain performance stack rank for QAs; complete quarterly performance reviews and career pathing conversations
Maintain data related to audits, calibrations, audit-over-audits
Conduct cross-functional calibration sessions for QAs, Ops and Training
Maintain change management log for the Quality Form and Rubric
Drive quality initiatives, contests and campaigns for the assigned span
Be updated on knowledge and serve as SME for the campaign/LoB
Ensure knowledge update of the aligned span
Technical skills:

Ability to use quality tools for analysis and data interpretation
Advance Excel/Google sheets skills necessary to facilitate data management and analysis
Problem-Solving and Process Improvement Skills
Knowledge of Six Sigma / Lean principles desirable
At least 6 months experience in managing a team of quality analysts preferred
Previous experience in a content moderation environment preferred
Soft skills:

Versatility and ability to manage multiple projects
Strong people management skills
Strong stakeholder management
Ability to coach for performance
Strong customer centricity
Good written and verbal communication skills
Logical thinking
Ability to manage conflicts
Attention to detail
Ability to establish and maintain effective working relations with a wide variety of individuals
Ability to work with a diverse team
Continuous improvement mindset
Personality traits required:

Confident
Good oratory skills
Assertiveness
Highly conscientious and diligent
Ability to clearly articulate thoughts
Integrity
Trustworthiness

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL

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