Operations Excellence Champion
2 weeks ago
TaskUs is a pioneering provider of outsourced digital services and next-generation customer experience to fast-growing technology companies. We help our clients represent, protect, and grow their brands by leveraging cloud-based infrastructure and industry expertise.
The People First culture at TaskUs has enabled us to expand our workforce to approximately 45,000 employees globally, with a presence in twenty-three locations across twelve countries. Our mission is to empower teams to deliver exceptional results while fostering a culture of constant motion, innovation, and growth.
Our ApproachWe understand that achieving growth for our partners requires a culture of continuous improvement, exploration of new technologies, and mastery of consistency in an ever-changing world. At TaskUs, we prioritize employee 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.
Your Role as Quality ManagerYou will be responsible for championing operational excellence, driving performance objectives, and advocating for consistency and quality in all interactions and transactions. Your tasks will raise the bar for our quality operations, producing ridiculously impressive outcomes.
Key Responsibilities:
- Ensure quality processes are set up according to the TaskUs Quality model.
- Owning the deployment of quality strategy (both internal and client enforced) within aligned teams.
- Establish process, procedures, and work roles; assist in SOP writing.
- Liaise with the Business Intelligence and Data Science (BIDS) team to build automated reports and dashboards for quality and operational performance metrics.
- Ensure delivery of quality KPIs for the aligned campaigns/LoBs.
- Monitor day-to-day activities and achievements of the Quality teams.
- Oversee staying in line with contractual spans and auditing requirements.
- Provide actionable insights to clients and operations based on audit observations.
- Drive and manage improvement initiatives based on RCA or client's requests toward metrics, new processes, or people's opportunities.
To succeed in this role, you will need:
- Industry-recognized quality certifications (Six Sigma, Lean, COPC, PMP, etc.) essential.
- Well-versed with structured problem-solving techniques.
- Ability to analyze data and arrive at actionable insights.
- Strong practical experience with Excel (PivotTable, Charts, Statistical functions), PowerPoint, and Google Sheets.
- BPO background required.
- Experience in managing transition/deployment/improvement projects preferred.
- Familiar with the application of quality tools to analyze data.
- Statistical aptitude.
- Excellent communication and presentation skills.
- Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams.
At TaskUs, we offer a dynamic and inclusive work environment that fosters growth, innovation, and collaboration. As a Quality Manager, you will have access to:
- Competitive industry salaries.
- Comprehensive benefits packages.
- Opportunities for professional growth and development.
- A collaborative and supportive team environment.
- The chance to make a meaningful impact on our customers and stakeholders.
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