quality supervisor

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.

Job Description

As a quality team leader (QTL), you will be a catalyst for ongoing improvement. This applies not only to your own team, but also to the other operational teams you'll be supporting.

In your role, you'll:

• Lead a team of quality analysts and work together to establish quality methods and standards.

• Conduct audits, and participate in business reviews and calibration sessions to identify areas for improvement.

• Collaborate with other departments to address the identified opportunities.

• Develop new processes, guidelines, and policies as part of the broader team's pursuit of operational excellence.

Roles and responsibilities

• Calculate monthly audit goals and distribute work to quality analysts (QAs)

• Drive completion of audit targets

• Gather inputs from QAs based on audits to identify training needs

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

• Suggest process/system improvements based on common customer concerns, with quantified benefits

• Attend weekly business reviews with the

• Collaborate with training to conduct training needs analysis

• Participate in strategic projects for the campaign/LOB

• Interview, onboard, and train new QAs

• Train the team on using quality tools and analysis periodically as per the organization's plan

• Review QAs' audits for quality improvement

• Coach QAs for improvement and keep their knowledge up-to-date

• Maintain a performance ranking for QAs, and conduct quarterly performance reviews

• Conduct cross-functional calibration sessions for QAs, Ops, and training

• Maintain a change management log for quality forms and rubrics

• Drive quality initiatives, contests, and campaigns for the assigned span

• Stay updated on process/product knowledge and act as an SME for the campaign/LOB

Return to table of contents
Requirements

Technical skills:

• Proficiency in using quality tools for analysis and data interpretation

• Advanced Excel/Google Sheets skills essential for effective data management and analysis

• Strong problem-solving and process improvement skills

• Knowledge of Six Sigma/Lean principles

• At least six (6) months of experience in managing a team of QAs

• Previous experience in a related environment is preferred

Soft skills:

• Versatility and ability in handling multiple projects

• Effective people management skills

• Strong stakeholder management abilities

• Expertise in coaching for performance improvement

• Strong customer centricity

• Good written and verbal communication skills

• Logical thinking

• Ability to manage conflicts

• Attention to detail

• Skill in maintaining effective working relationships within a diverse team

• A commitment to a continuous improvement mindset

Personality traits:

• Confidence

• Good oratory skills

• Assertiveness

• High conscientiousness and diligence

• The ability to articulate thoughts clearly

• Integrity

• Trustworthiness