Senior Quality Manager - Chandler, AZ, San Antonio, TX & NBF, TX - Locations

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.

Our people make all the difference in our success. So what does a Senior Quality Manager really do? Think of yourself as a champion for operational excellence. You will closely monitor program metrics, provide insights and analysis, offer recommendations, and help manage the implementation of service and process improvement programs and efforts. Your contribution will help ensure program metrics and service level requirements for quality are met consistently. You will also take the lead in conducting quality audits, report on findings, and propose new systems and policies for continuous improvement.  Consider yourself a consultant to stakeholders, a mentor and guide to Teams, and an important asset to our passionate pursuit for quality.  

Imagine yourself going to work with one thing on your mind: you are responsible for your program’s achievement of performance objectives, ensuring consistency and quality in all customer interactions. As you tackle new tasks for the day, you know that it will lead to one thing: raising the bar for our quality operations to produce ridiculously impressive outcomes.

 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 (both internal and client enforced) 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

• Participate in Training Needs Identification and Analysis discussions with key stakeholders 

• Provide strategic inputs for metric improvement 

• Liaison with the BIDS team to build automated reports and dashboards for quality and operational performance metrics

• Drive accountability with Operations, Training meet quality performance goals and ensure program standards are met on a week-­over-­week basis

• Oversee staying in line with contractual spans and auditing requirements

• Identify opportunities for improvement projects/action plans based on a balanced scorecard and act as a mentor through to completion

• Identify opportunities for cost optimization & 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)

Technical skills & Qualifications:

• Well versed with 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) are desirable

• Previous experience in a content moderation environment preferred

• Experience in managing transition/deployment/improvement projects preferred

Soft skills:

• Stakeholder management

• Able to present confidently in meetings

• Logical thinking

• Able to motivate large teams to achieve common goals

• Ability to manage multiple projects

• Strong people management skills

• Ability to coach for performance

• Strong customer-centricity

• Good written and verbal communication skills

• Ability to manage conflicts 

• Attention to detail

• Versatility and ability to work on multiple projects

• Ability to establish and maintain effective working relations with a wide variety of individuals

• Ability to work with a diverse team

Personality traits required:

• Powerful persona

• Assertiveness

• Ability to clearly articulate thoughts

• Confident

• Good oratory skills

• Assertiveness 

• Highly conscientious and diligent

• Continuous improvement mindset

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.

EEO: TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community. 

We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.