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.

As a quality team leader (QTL), you will be a catalyst for ongoing improvement. This applies not only to your own team, but also to the other operational teams you'll be supporting.

In your role, you'll:

• Lead a team of quality analysts and work together to establish quality methods and standards.

• Conduct audits, and participate in business reviews and calibration sessions to identify areas for improvement.

• Collaborate with other departments to address the identified opportunities. 

• Develop new processes, guidelines, and policies as part of the broader team's pursuit of operational excellence.

Roles and responsibilities

• Calculate monthly audit goals and distribute work to quality analysts (QAs)

• Drive completion of audit targets

• Gather inputs from QAs based on audits to identify training needs

• Report performance for aligned span on a daily/weekly/monthly basis

• Suggest process/system improvements based on common customer concerns, with quantified benefits

• Attend weekly business reviews with the 

• Collaborate with training to conduct training needs analysis

• Participate in strategic projects for the campaign/LOB

• Interview, onboard, and train new QAs

• Train the team on using quality tools and analysis periodically as per the organization's plan

• Review QAs' audits for quality improvement

• Coach QAs for improvement and keep their knowledge up-to-date

• Maintain a performance ranking for QAs, and conduct quarterly performance reviews

• Conduct cross-functional calibration sessions for QAs, Ops, and training

• Maintain a change management log for quality forms and rubrics

• Drive quality initiatives, contests, and campaigns for the assigned span

• Stay updated on process/product knowledge and act as an SME for the campaign/LOB

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Requirements

Technical skills:

• Proficiency in using quality tools for analysis and data interpretation

• Advanced Excel/Google Sheets skills essential for effective data management and analysis

• Strong problem-solving and process improvement skills

• Knowledge of Six Sigma/Lean principles

• At least six (6) months of experience in managing a team of QAs

• Previous experience in a related environment is preferred

Soft skills:

• Versatility and ability in handling multiple projects

• Effective people management skills

• Strong stakeholder management abilities

• Expertise in coaching for performance improvement

• Strong customer centricity

• Good written and verbal communication skills

• Logical thinking

• Ability to manage conflicts

• Attention to detail

• Skill in maintaining effective working relationships within a diverse team

• A commitment to a continuous improvement mindset

Personality traits:

• Confidence

• Good oratory skills

• Assertiveness

• High conscientiousness and diligence

• The ability to articulate thoughts clearly

• Integrity

• Trustworthiness

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 https://www.taskus.com/careers/.