Senior Quality Manager

2 weeks ago

Indore, Madhya Pradesh, India TaskUs Full time

About TaskUs:

TaskUs is a leading provider of outsourced digital services and next-generation customer experience to fast-growing technology companies. Our mission is to help clients represent, protect, and grow their brands by leveraging a cloud-based infrastructure and a global workforce of over 45,000 employees.

The People First culture at TaskUs has enabled us to expand our presence to 23 locations across 12 countries, including the Philippines, India, and the United States. We prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages.

What We Offer:

At TaskUs, we are committed to providing a supportive and inclusive environment that fosters growth and development. Our Total Rewards, Wellness, HR, and Diversity departments work together to ensure that our employees have the resources they need to succeed.

Job Summary:

We are seeking a Senior Quality Manager to join our team. As a champion of operational excellence, you will be responsible for monitoring program metrics, providing insights and analysis, and offering recommendations to improve quality operations. You will also help manage the implementation of improvement efforts on services and processes.

Responsibilities:

  • Ensure delivery of quality KPIs for aligned campaigns/LoBs
  • Monitor day-to-day activities and achievements of Quality teams
  • Provide actionable insights to clients and operations based on audit observations
  • Drive and manage improvement initiatives based on RCA or client's requests toward metrics, new processes, or people's opportunities
  • Identify opportunities for improvement and help develop impactful and measurable action plans to address these
  • Ensure quality dashboards are published in a timely manner
  • Deploy quality strategy for aligned span
  • Ensure adherence to quality processes across the board
  • Work with senior quality leadership on functional projects
  • Work with Training and Operations to identify training needs
  • Manage quality knowledge of aligned teams
  • Perform career coaching for the quality team to prepare them for the next level
  • Understand customer needs and requirements to develop effective quality control processes
  • Collaborate with cross-functional teams on driving quality improvement projects
  • Interface with clients for quality reviews, needs, updates, and ideation
  • Interface with internal stakeholders for quality reviews. Also, attend the reviews for other functions and ensure alignment of objectives
  • Tell the story of why quality matters, build consensus, and inspire others to move fast on fixing problems
  • Manage performance and appraisal of aligned Quality supervisors

Requirements:

  • BPO Quality background required
  • Well-versed with structured problem-solving techniques
  • Ability to analyze data and arrive at actionable insights
  • Strong practical experience with Excel (PivotTable, Charts, Statistical functions), PowerPoint, and Google Documents
  • Familiar with the application of quality tools to analyze data
  • Statistical aptitude
  • Quality certification (e.g., Lean Six Sigma, Total Quality Management, etc.) preferred
  • Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams
  • 5+ years of demonstrated management ability across diverse functions (direct reports, cross-functional relationships, third party vendors. etc.)
  • Fluent in spoken and written English

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.

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