Process Improvement Coordinator

2 weeks ago


Pasig, National Capital Region, Philippines TaskUs Full time
Process Improvement Coordinator

TaskUs welcomes applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. We commit to providing equal access to opportunities and reasonable accommodations in any part of the hiring process.

The Process Improvement Coordinator will be responsible for identifying potential quality issues per defined process and escalating ongoing quality issues to management. This role requires strong analytical skills and the ability to present analysis, findings, and recommendations through clear and effective written and verbal communications.

Key Responsibilities:

  1. Prepare weekly and monthly reports on the quality of teammate performance;
  2. Identify potential quality issues per defined process and escalate ongoing quality issues to management;
  3. Verify implemented solutions or fixes to ongoing quality issues;
  4. Hold regular calibration sessions with assigned teams, including conducting side-by-side task monitoring and feedback sessions with teammates and team leaders;
  5. Attend weekly business reviews with assigned campaign team leaders, operations managers, and clients.

To succeed in this role, you should have knowledge of customer service practices within and/or beyond the BPO space, as well as experience in mediation and conflict resolution techniques.



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