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Position Overview
As a Quality Assurance Team Leader, you will serve as a pivotal force for ongoing enhancement, not only for your own development but also for your immediate team and the broader operational units you will assist. In this supervisory role, you will lead a group of Quality Analysts, collaborating with them to establish methods and standards for quality assurance. Your responsibilities will include conducting audits, participating in business reviews, and engaging in calibration sessions aimed at identifying areas for improvement. You will work closely with various departments to address these opportunities and contribute to the design of new processes, guidelines, and policies as the organization pursues operational excellence.
Key Responsibilities:
- Determine monthly audit objectives and allocate tasks among Quality Analysts.
- Ensure completion of audit targets.
- Collect feedback from Quality Analysts based on audits for training needs assessment.
- Prepare Daily Briefing Documents for Team Leaders to communicate continuous improvement initiatives.
- Report performance metrics for designated spans on a daily, weekly, and monthly basis.
- Recommend process or system enhancements based on common customer feedback, including quantified improvement opportunities.
- Attend Weekly Business Reviews with Campaign Team Leaders, Operations Managers, and Clients.
- Collaborate with Training to conduct training needs analyses.
- Engage 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 required by the organization.
- Conduct weekly coaching sessions with Quality Analysts.
- Perform Audit-Over-Audit assessments for the team, ensuring adherence to quality standards and evaluating the quality of insights and opportunities identified by Quality Analysts.
- Maintain performance rankings for Quality Analysts; conduct quarterly performance evaluations and career development discussions.
- Keep records related to audits, calibrations, and Audit-Over-Audits.
- Facilitate cross-functional calibration sessions involving Quality Analysts, Operations, and Training.
- Maintain a change management log for the Quality Form and associated standards.
- Drive quality initiatives, contests, and campaigns for the assigned team.
- Stay informed and act as a Subject Matter Expert for the campaign or Line of Business.
- Ensure knowledge updates for the aligned team.
Required Technical Skills:
- Proficiency in English at a B2 level.
- Capability to utilize quality tools for data analysis and interpretation.
- Advanced skills in Excel or Google Sheets for effective data management and analysis.
- Strong problem-solving and process improvement abilities.
- Familiarity with Six Sigma or Lean principles is preferred.
- A minimum of 6 months experience in managing a team of Quality Analysts is preferred.
- Relevant experience in a similar environment is advantageous.
Essential Soft Skills:
- Ability to manage multiple projects effectively.
- Strong people management capabilities.
- Excellent stakeholder management skills.
- Competence in coaching for performance improvement.
- Strong customer-centric approach.
- Proficient written and verbal communication skills.
- Logical and analytical thinking.
- Conflict management skills.
- Attention to detail.
- Ability to build and maintain effective working relationships with diverse individuals.
- Capacity to work within a diverse team.
- Commitment to continuous improvement.
Desired Personality Traits:
- Confidence
- Strong oratory skills
- Assertiveness
- High conscientiousness and diligence
- Ability to articulate thoughts clearly
- Integrity
- Trustworthiness
Commitment to Diversity, Equity, and Inclusion: TaskUs is dedicated to fostering an inclusive environment that values diverse backgrounds and perspectives. We are committed to providing equal access to opportunities and welcome applicants from all walks of life. If you require reasonable accommodations during the hiring process, please inform us.
