Quality Supervisor

hace 7 meses

Cali, Colombia TaskUs A tiempo completo

Description

As a Team Leader Quality, think of yourself as a medium for continuous improvement, not just for yourself and for your immediate team, but for the rest of the operational teams you will support. As Team Leader, you will supervise a team of Quality Analysts and work with them in developing methods and standards for quality. You will conduct audits, attend business reviews and calibration sessions, all meant to detect areas of opportunity. You will collaborate with other departments in addressing these areas of opportunities and help design new processes, guidelines, and policies as the larger team continues to strive for operational excellence. 

Roles and Responsibilities:

Calculation of monthly audit targets and work distribution amongst QAs

Drive audit target completion

Gather inputs from QAs, basis audits, for briefings and training need identification 

Create Daily Briefing Documents for the TLs to cascade to the floor for continuous improvement

Report performance for aligned span on a daily/weekly/monthly basis

Based on common customer concerns, suggest process/system improvements with quantified improvement opportunity

Attend the Weekly Business Review with Campaign TL/OM/Client

Coordinate with Training to develop training needs analysis

Participate in strategic projects for the campaign/LoB

Interview, onboard and train new QAs

Train aligned span on use of quality tools and analysis from time to time or as planned by the organization

Complete weekly coaching sessions with the QAs

Complete Audit-Over-Audit for the QAs on the team (Adherence to Legend/Rubric/Definitions of the QA Sheet, and assess the Quality of inputs, insight and opportunities captured by the QAs)

Maintain performance stack rank for QAs; complete quarterly performance reviews and career pathing conversations

Maintain data related to audits, calibrations, audit-over-audits

Conduct cross-functional calibration sessions for QAs, Ops and Training

Maintain change management log for the Quality Form and Rubric/Legend/Definitions

Drive quality initiatives, contests and campaigns for the assigned span

Be updated on knowledge and serve as SME for the campaign/LoB

Ensure knowledge update of the aligned span

Technical skills:

B2 English proficiency

Ability to use quality tools for analysis and data interpretation

Advance Excel/Google sheets skills necessary to facilitate data management and analysis

Problem-Solving and Process Improvement Skills

Knowledge of Six Sigma / Lean principles (Preferred)

At least 6 months experience in managing a team of quality analysts preferred

Previous experience relevant environment preferred

Soft skills:

Versatility and ability to manage multiple projects

Strong people management skills

Strong stakeholder management

Ability to coach for performance

Strong customer centricity

Good written and verbal communication skills

Logical thinking

Ability to manage conflicts 

Attention to detail

Ability to establish and maintain effective working relations with a wide variety of individuals

Ability to work with a diverse team

Continuous improvement mindset

Personality traits required:

Confident

Good oratory skills

Assertiveness 

Highly conscientious and diligent

Ability to clearly articulate thoughts

Integrity

Trustworthiness

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.
DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.We invite you to explore all TaskUs career opportunities and apply through the provided URL .

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