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 experience solutions for rapidly growing technology firms. We assist our clients in representing, safeguarding, and expanding their brands. Utilizing a cloud-based framework, TaskUs caters to clients in some of the most dynamic sectors, including social media, e-commerce, gaming, streaming services, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

Our Culture: At TaskUs, our People First ethos has driven our expansion to a workforce of approximately 45,000 employees worldwide. We currently operate in multiple locations across various countries, including the Philippines, India, and the United States.

What We Provide: We prioritize the well-being of our employees by offering competitive salaries and comprehensive benefits packages. Our commitment to a People First culture is evident in our various departments, including Total Rewards, Wellness, HR, and Diversity. We take pride in fostering an inclusive environment and making a positive impact on the community. Furthermore, we actively promote internal mobility and professional development at every stage of an employee's career.

Role Overview: As a Quality Supervisor, you will act as a catalyst for continuous improvement, not only for yourself and your immediate 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 calibration sessions aimed at identifying areas for enhancement. You will work alongside other departments to address these opportunities and help design new processes, guidelines, and policies as the organization strives 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 share with the floor for ongoing improvement.
  • Report performance metrics for the assigned span on a daily, weekly, and monthly basis.
  • Propose process/system enhancements based on common customer issues, quantifying improvement opportunities.
  • Attend Weekly Business Reviews with Campaign Team Leaders, Operations Managers, and Clients.
  • Coordinate with Training to develop training needs analysis.
  • Engage in strategic projects for the campaign/Line of Business.
  • Interview, onboard, and train new Quality Analysts.
  • Provide training on quality tools and analysis as needed.
  • Conduct weekly coaching sessions with Quality Analysts.
  • Perform Audit-Over-Audit assessments for team members.
  • 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 span.
  • Stay updated on knowledge and serve as a Subject Matter Expert for the campaign/Line of Business.
  • Ensure knowledge is current among the aligned span.
  • Communicate with personnel to understand their Occupational Safety and Health needs.
  • Encourage participation in activities organized by the Occupational Health and Safety Committee.
  • Set an example by adhering to 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, environmental impacts, accidents, and other factors affecting product quality.
  • Take responsibility for personal health and safety in work activities.
  • Provide accurate information regarding health conditions.
  • Comply with Occupational Health and Safety Management System rules and procedures.
  • Notify the employer about workplace hazards and risks.
  • Participate 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.
  • Utilize resources such as paper, water, and energy responsibly.
  • Engage in identifying hazards and assessing risks.
  • Promote improvements in the Safety Management System.
  • Understand and apply 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.
  • Familiarity with Six Sigma/Lean principles is advantageous.
  • Preferred experience of at least 6 months in managing a team of quality analysts.
  • Previous experience in a content moderation environment is preferred.

Job Expectations:

  • This position is for on-site roles 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 skills.
  • Time management proficiency.
  • Training and development abilities.
  • Adaptability.
  • Emotional intelligence.
  • Quality assurance knowledge.
  • Data analysis skills.
  • Process improvement capabilities.
  • Compliance management expertise.
  • Root cause analysis skills.
  • Attention to detail.
  • Problem-solving abilities.

About TaskUs: TaskUs (NASDAQ: TASK) is a premier provider of outsourced digital services and next-generation customer experience solutions for innovative technology companies. We assist our clients in representing, protecting, and growing their brands. With a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, and ride-sharing.

Commitment to Diversity: At TaskUs, we believe that innovation and high performance are driven by diverse perspectives. We welcome applicants from various backgrounds and demographics. Our commitment to inclusive and equitable practices is a fundamental responsibility of our business.

Application Process: TaskUs does not solicit money during the application process nor require any payment to proceed. Ensure communication is maintained only with authorized TaskUs recruiters.

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