Quality Analyst Supervisor

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. 

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally.Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO) We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

As a Quality Supervisor, 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 a Leader, you will supervise a team of Quality Analysts and work with them in developing methods and standards for quality. You will conduct audits, and attend business reviews and calibration sessions, all meant to detect areas of opportunity. You will collaborate with other departments in addressing these areas of opportunity 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 the 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

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

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

Maintain communication with personnel to know their needs in terms of Occupational Safety and Health.

Allow the participation of its collaborators in the activities programmed by the COPASST, COEXISTENCE COMMITTEE and/or the organization in OSH aspects.

Set an example in complying with all the Safety Standards and procedures of the SG.

Know, understand, and apply the Occupational Health and Safety policy.

Ensure the good order and cleanliness of their area.

Immediately report acts, unsafe conditions, adverse health conditions, emergencies, environmental impacts or potential environmental impacts, accidents and near misses, safety hazards, process failures, non-conforming products, and others that may affect product quality.

To take care of their health and to perform work activities safely.

Provide clear, truthful, and complete information about their health condition.

Comply with the rules, regulations, procedures, and instructions of the company's OSHMS and the verbal and written indications in this regard.

Inform the employer or contractor promptly about the hazards and latent risks in their workplace

Attend and actively participate in training, induction, prevention, and risk control activities defined by the company, the COPASST, and the Coexistence Committee.

Participate and contribute to the fulfillment of the OSH objectives.

Communicate all suggestions and consult all concerns related to occupational health and safety.

Make rational use of paper, water, energy, and natural resources.

Elect or be elected as a member of the COPASST or Coexistence Committee.

Participate in the identification of hazards, evaluation, and assessment of risks.

Promote the improvement of the SG, with the development of suggestions and identification of improvement actions to the SG-OSH.

Know and apply the actions described in the emergency plan.

Technical skills:

Ability to use quality tools for analysis and data interpretation

Advanced Excel/Google Sheets skills necessary to facilitate data management and analysis

Problem-solving and Process Improvement Skills

Knowledge of Six Sigma / Lean principles is desirable

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

Previous experience in a content moderation environment preferred

Job Expectations:

This application will be used for positions that are located on-site at one of our offices in Colombia.

We ask that the Quality Analyst Supervisor have an open and flexible schedule - the schedules of operations depend on the client's needs

Competencies:

Communication Skills

Leadership

Conflict Resolution

Performance Management

Client Management

Time Management

Training & Development

Adaptability

Emotional Intelligence

Quality Assurance

Data Analysis

Process Improvement

Compliance Management

Root Cause Analysis

Communication Skills

Attention to Detail

Problem-Solving

About TaskUs

TaskUs (NASDAQ: TASK) is a provider of outsourced digital services and next-generation customer experience to innovative and disruptive technology companies, helping its clients represent, protect, and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery and ridesharing, HiTech, FinTech, and HealthTech.

As of June 30, 2021, TaskUs had approximately 31,500 employees across twenty locations in the United States, the Philippines, India, Mexico, Taiwan, Greece, Ireland, and Colombia.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us

TaskUs is an equal-opportunity employer

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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