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Job Overview
As a Quality Assurance Team Leader, you will serve as a catalyst for ongoing enhancement, not only for your team but also for the broader operational units you will assist. In this supervisory role, you will oversee a group of Quality Analysts, collaborating with them to establish quality standards and methodologies. Your responsibilities will include conducting evaluations, participating in business assessments, and engaging in calibration meetings aimed at identifying improvement opportunities. You will work alongside various departments to address these opportunities and contribute to the design of new processes, guidelines, and policies as the team strives for 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 and briefing needs.
- Develop Daily Briefing Documents for Team Leaders to share with the team for continuous improvement.
- Report performance metrics for designated spans on a daily, weekly, and monthly basis.
- Recommend process and system enhancements based on common customer feedback with quantified improvement potential.
- Attend Weekly Business Reviews with Campaign Team Leaders, Operations Managers, and Clients.
- Collaborate with Training to assess training needs.
- Engage in strategic initiatives for 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 captured.
- 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.
- Competence in utilizing quality tools for data analysis and interpretation.
- Advanced skills in Excel and Google Sheets for data management and analysis.
- Strong problem-solving and process improvement capabilities.
- Familiarity with Six Sigma or Lean principles is preferred.
- A minimum of 6 months experience managing a team of Quality Analysts is preferred.
- Relevant experience in a similar environment is preferred.
Essential Soft Skills:
- Ability to manage multiple projects effectively.
- Strong people management abilities.
- Excellent stakeholder management skills.
- Capability to coach for performance improvement.
- Strong customer focus.
- Proficient written and verbal communication skills.
- Logical and analytical thinking.
- Conflict management skills.
- Attention to detail.
- Ability to establish and maintain effective working relationships with diverse individuals.
- Experience working with a diverse team.
- A mindset geared towards 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.
