Quality Assurance Team Leader

hace 2 semanas

Medellín, Antioquia, Colombia TaskUs A tiempo completo

About TaskUs: TaskUs is a leading provider of outsourced digital services and innovative customer experiences for rapidly growing technology firms. We assist our clients in representing, safeguarding, and expanding their brands. Utilizing a cloud-based infrastructure, TaskUs caters to clients in the most dynamic sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

Our Culture: The People First culture at TaskUs has allowed us to grow our workforce to around 45,000 employees worldwide. We currently operate in twenty-three locations across twelve countries, including major markets.

Role Overview: As a Quality Supervisor, you will serve as a catalyst for continuous improvement, not only for your team but also for the broader operational teams you support. In this leadership role, you will oversee a team of Quality Analysts, collaborating with them to develop quality standards and methodologies. Your responsibilities will include conducting audits, participating in business reviews, and engaging in calibration sessions to identify areas for enhancement. You will work closely with other departments to address these opportunities and help design new processes, guidelines, and policies as we strive for operational excellence.

Key Responsibilities:

  • Calculate monthly audit targets and distribute work among Quality Analysts.
  • Drive the completion of audit targets.
  • Collect feedback from Quality Analysts based on audits for training needs assessment.
  • Create Daily Briefing Documents for Team Leaders to communicate continuous improvement strategies.
  • Report performance metrics for the aligned span on a daily, weekly, and monthly basis.
  • Propose process/system enhancements based on common customer feedback with quantifiable improvement opportunities.
  • Attend Weekly Business Reviews with Campaign Team Leaders, Operations Managers, and Clients.
  • Coordinate with Training to perform training needs analysis.
  • Participate in strategic projects relevant to the campaign or Line of Business.
  • Conduct interviews, onboarding, and training for new Quality Analysts.
  • Provide training on quality tools and analysis as scheduled by the organization.
  • Conduct weekly coaching sessions with Quality Analysts.
  • Perform Audit-Over-Audit evaluations for the team.
  • Maintain performance rankings for Quality Analysts; conduct quarterly performance reviews and career development discussions.
  • Keep records related to audits, calibrations, and Audit-Over-Audits.
  • Facilitate cross-functional calibration sessions for Quality Analysts, Operations, and Training.
  • Maintain a change management log for the Quality Form and Rubric.
  • Lead quality initiatives, contests, and campaigns for the assigned team.
  • Stay updated on knowledge and serve as a Subject Matter Expert for the campaign or Line of Business.
  • Ensure knowledge updates for the aligned team.
  • Communicate with personnel to assess their Occupational Safety and Health needs.
  • Encourage participation in activities organized by safety committees.
  • Exemplify compliance with all Safety Standards and procedures.
  • Understand and apply the Occupational Health and Safety policy.
  • Ensure cleanliness and orderliness in the work area.
  • Promptly report unsafe conditions, health issues, emergencies, and any incidents affecting product quality.
  • Promote health and safety in work activities.
  • Provide accurate information regarding health conditions.
  • Adhere to the rules and procedures of the company's Occupational Safety and Health Management System.
  • Report hazards and risks in the workplace promptly.
  • Engage in training and risk control activities defined by the company.
  • Contribute to achieving Occupational Safety and Health objectives.
  • Communicate suggestions and concerns related to occupational health and safety.
  • Practice responsible use of resources.
  • Participate in identifying hazards and assessing risks.
  • Support the improvement of the Safety Management System.
  • Familiarize with emergency plan actions.

Technical Skills:

  • Proficient in using quality tools for analysis and data interpretation.
  • Advanced skills in Excel/Google Sheets for data management and analysis.
  • Strong problem-solving and process improvement abilities.
  • Knowledge of Six Sigma/Lean principles is a plus.
  • Preferred experience of at least 6 months in managing a team of quality analysts.
  • Previous experience in a content moderation environment is advantageous.

Job Expectations:

  • This position is based on-site at one of our offices.
  • Flexibility in scheduling is required, as operational hours depend on client needs.

Competencies:

  • Effective communication skills.
  • Leadership capabilities.
  • Conflict resolution skills.
  • Performance management expertise.
  • Client management proficiency.
  • Time management skills.
  • Training and development abilities.
  • Adaptability to change.
  • Emotional intelligence.
  • Quality assurance knowledge.
  • Data analysis skills.
  • Process improvement expertise.
  • Compliance management skills.
  • Root cause analysis capabilities.
  • Attention to detail.
  • Problem-solving skills.

About TaskUs: TaskUs (NASDAQ: TASK) is a provider of outsourced digital services and next-generation customer experience to innovative and disruptive technology companies. We are committed to providing equal access to opportunities and fostering an inclusive environment.

How We Protect You: TaskUs will not solicit money during the application process nor require any payment to proceed with your application. Ensure communication is maintained only with authorized recruiters.

Diversity, Equity, and Inclusion: At TaskUs, we believe that innovation and higher performance stem from diverse backgrounds. We are dedicated to equitable practices and providing equal access to opportunities.

Explore all TaskUs career opportunities and apply through the provided channels.

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