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    Quality Senior Manager - Tijuana, México - TaskUs

    TaskUs
    TaskUs Tijuana, México

    hace 4 días

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    Description

    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 that program metrics and service level requirements for quality are consistently met. You will also take the lead in conducting quality audits, reporting findings, and proposing 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.

    Roles and 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
  • Liaise with the Business Intelligence and Data Science (BIDS) team to build automated reports and dashboards for quality and operational performance metrics
  • Drive accountability with Operations, Training to meet quality performance goals and ensure program standards are met
  • Oversee staying in line with contractual spans and auditing requirements
  • Identify opportunities for improvement of projects/action plans based on balanced scorecards and act as a mentor up to completion
  • Identify opportunities for cost optimization and 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 in 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) 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 different individuals
  • Ability to work with a diverse team

    • Personality traits required:

  • Powerful persona
  • Assertive
  • Ability to clearly articulate thoughts
  • Confident
  • Good oratory skills
  • 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.We invite you to explore all TaskUs career opportunities and apply through the provided URL .
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