What are the responsibilities and job description for the Quality Manager position at TaskUs?
It started with one ridiculously good idea - Create a different breed of 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 in a moment’s notice, mastering consistency in an ever-changing world – that’s what it takes to get there. If that's something you want to be apart of, apply today!
Responsibilities
Quality thought leader tasked with implementing a clear overall quality strategy with scalable processes/tools/systems that allow resource-efficient monitoring of decision accuracy and surface overall user experience issues fast and effectively to define appropriate continuous improvement programs
Passionately tell the story of why quality matters, build consensus and inspire others to move fast on fixing problems
Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and global stakeholders
Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis
Assess and prioritize the top quality issues affecting the teams in your office across all decision making channels
Quantify business cases and drive cross-functional partners to change our systems, processes, and policies to achieve better outcomes
Drive investigation of highly sensitive issues affecting your office, working with teams and leaders across the company to understand what happened and why
As the company’s products and communities change and grow, stay connected with how our support ecosystem is evolving and help head off quality issues before they begin
Find creative workarounds for quality issues where our tools are the root cause and a technical solution is not imminent.
Drive and manage improvements initiatives based on RCA or client's requests towards metrics, new processes or people's opportunities
Prepare weekly, monthly and as per request performance review for internal and internal clients
Assess and standardize the Quality key process as per framework definition
Qualifications
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, 3rd party vendors. etc.)
Proven track record of collaborating with cross-functional groups to produce results
Demonstrated ability to perform well in a rapidly changing and extremely global team
Strong practical experience with Excel, PowerPoint and Google Documents
(PivotTable, Charts, Statistical functions) is required a plusExcellent communication skills
Strong critical thinking and exceptional problem-solving skills
Proven track record of breaking down a complex process and identifying key pain points in order to deliver business improvements at the regional or global level
Passion for our mission of ensuring a world-class support experience for our community
Quality certification (e.g. Lean Six Sigma, TQM, etc.) a plus
About TaskUs
TaskUs (NASDAQ: TASK) is a provider of outsourced digital services and next-generation customer experience to innovative and disruptive 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 and ridesharing, HiTech, FinTech and HealthTech.
As of June 30, 2021, TaskUs had approximately 31,500 employees across twenty locations in the United States, the Philippines, India, Mexico, Taiwan, Greece, Ireland and Colombia.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
TaskUs is an Equal Opportunity Employer
