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Service Improvement Manager

2 weeks ago

Pasig, National Capital Region, Philippines TaskUs Full time

About TaskUs:

TaskUs is a provider of outsourced digital services and next-generation customer experience solutions for fast-growing technology companies. Our mission is to help clients represent, protect, and grow their brands by leveraging our cloud-based infrastructure and expertise in the fastest-growing sectors.

Company Overview: We have a presence in multiple locations across several countries, including the Philippines, India, and the United States, with a workforce of approximately 45,000 employees globally. Our People First culture enables us to continuously explore new technologies, handle challenges promptly, and maintain consistency in an ever-changing world.

Job Summary: As a Quality Manager, you will be responsible for ensuring that our team consistently meets program metrics and service-level requirements for quality as set by upper management and leaders. You will champion operational excellence and drive performance objectives through consistent and quality customer interactions.

Key Responsibilities:

  • Support service and process improvement programs and efforts;
  • Monitor program metrics, provide operational insights and analyses, and offer recommendations for improvement;
  • Conduct audits, report on findings, and propose new systems and policies for continuous improvement;
  • Develop impactful and measurable action plans to address areas for improvement;
  • Work with Quality Assurance leaders to resolve outstanding quality issues;
  • Collaborate with cross-functional teams to identify areas for improvement.

Requirements:

  • At least 3 years of quality management experience in a BPO environment (preferred)
  • Excellent communication and presentation skills
  • Knowledge of performance data management and analysis
  • Competency in problem-solving and strategic planning
  • Ability to cultivate effective and productive business relationships
  • Strong drive to secure results and achieve excellence