Senior Quality Manager

So what does a Senior Quality Manager do? Think of yourself as a champion for operational excellence. A proponent of your program's achievement of performance objectives. An advocate of consistency and quality in all interactions and transactions. The tasks you tackle raise the bar for our quality operations to produce ridiculously impressive outcomes.

You will monitor program metrics, provide insights and analysis, and offer recommendations. You will also help manage the implementation of improvement efforts on services and processes. Additionally, you will ensure that quality is always met by leading quality audits and reporting its findings. You will propose new systems and policies for continuous improvement, too.

Your contributions will help ensure that our operations exceed expectations. With your work, our program metrics and service level requirements for quality are consistently met.

Consider yourself a consultant to stakeholders, a mentor and guide to your teams, and the owner of quality delivery for the aligned teams.

Responsibilities:

• Ensure that all quality processes are set up as per TaskUs Quality model
• Own the deployment of quality strategy (both internal and client enforced) within aligned teams
• Establish process, procedures and work roles; assist in SOP writing
• Liaise with the Business Intelligence and Data Science (BIDS) team to build automated reports and dashboards for quality and operational performance metrics
• Ensure delivery of quality KPIs for the aligned campaigns/LoBs
• Monitor day-to-day activities and achievements of the Quality teams
• Oversee staying in line with contractual spans and auditing requirements
• 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 the aligned span
• Ensure adherence to quality processes across the board
• Work with the quality leadership on functional projects
• Work with Training and Operations to identify training needs
• Manage quality knowledge of aligned teams with focus on their skill development
• 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
• Review and maintain budgets and aid the director in the development and maintenance of a quality plan and standard operating procedures (SOPs)

Technical skills and qualifications:

• Industry-recognized quality certifications (Six Sigma, Lean, COPC, PMP, etc) essential
• 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 Sheets
• BPO background required
• Experience in managing transition/deployment/improvement projects preferred
• Familiar with the application of quality tools to analyze data
• Statistical aptitude
• Excellent communication and presentation skills
• 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.)

Soft skills:

• English fluency no less than high B2, preferred C1
• Ability to collaborate with cross-functional teams across geographies
• Able to present confidently in meetings
• Logical thinker
• Great people management skills with the ability to drive the team to deliver excellence
• Great conflict management skills
• Highly customer centric and has intuitive understanding of customer/client needs
• Attention to detail
• Good interpersonal skills
• Ability to clearly articulate thoughts

Personality traits:

• Assertiveness and passionate commitment to achieving results
• Problem solver
• Diligent
• Highly conscientious and attaches high value to integrity