Quality Manager - Medellin

Humanly (humanly.io); Perímetro Urbano Medellín; On-site; COP 30,000 - 70,000; Full time

Benefits offered by this job

Comprehensive benefits package

Competitive salary

Professional growth opportunities

Inclusive work environment

Job summary

Join a forward-thinking company as a Quality Manager, where your expertise will champion operational excellence and drive quality improvements. In this pivotal role, you will monitor key performance indicators, provide actionable insights, and lead initiatives that enhance service quality across diverse teams. Your contributions will ensure that quality standards are consistently met, and your leadership will inspire others to embrace a culture of excellence. If you're passionate about quality management and ready to make a significant impact, this opportunity is for you.

Qualifications

• 5+ years of management experience in quality control and analysis.
• Proficient in data analysis and structured problem-solving techniques.

Responsibilities

• Monitor quality KPIs and ensure adherence to quality processes.
• Drive improvement initiatives based on audit observations and client requests.
• Collaborate with cross-functional teams to enhance quality delivery.

Skills

Data Analysis

Problem-Solving

People Management

Statistical Aptitude

English Proficiency (B2 or higher)

Collaboration

Education

Quality Certification (e.g., Lean Six Sigma)

Bachelor's Degree in a relevant field

Tools

Excel

PowerPoint

Google Documents

Job description

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.

What does a Quality Manager do? Think of yourself as a champion for operational excellence. A proponent of your program's achievement of performance objectives. An advocate of consistency and quality in all interactions and transactions. The tasks you tackle raise the bar for our quality operations to produce ridiculously impressive outcomes.

You will monitor program metrics, provide insights and analysis, and offer recommendations. You will also help manage the implementation of improvement efforts on services and processes. Additionally, you will ensure that quality is always met by leading quality audits and reporting its findings. You will propose new systems and policies for continuous improvement, too.

Your contributions will help ensure that our operations exceed expectations. With your work, our program metrics and service level requirements for quality are consistently met.

Consider yourself a consultant to stakeholders, a mentor and guide to your teams, and the owner of quality delivery for the aligned teams.

Responsibilities:

1. Ensure delivery of quality KPIs for the aligned campaigns/LoBs
2. Monitor day-to-day activities and achievements of the Quality teams
3. Provide actionable insights to clients and operations based on audit observations
4. Drive and manage improvement initiatives based on RCA or client's requests toward metrics, new processes, or people's opportunities
5. Identify opportunities for improvement and help develop impactful and measurable action plans to address these
6. Ensure quality dashboards are published in a timely manner
7. Deploy quality strategy for the aligned span
8. Ensure adherence to quality processes across the board
9. Work with senior quality leadership on functional projects
10. Work with Training and Operations to identify training needs
11. Manage quality knowledge of aligned teams
12. Perform career coaching for the quality team to prepare them for the next level
13. Understand customer needs and requirements to develop effective quality control processes
14. Collaborate with cross-functional teams on driving quality improvement projects
15. Interface with clients for quality reviews, needs, updates, and ideation
16. Interface with internal stakeholders for quality reviews. Also, attend the reviews for other functions and ensure alignment of objectives
17. Tell the story of why quality matters, build consensus, and inspire others to move fast on fixing problems
18. Manage performance and appraisal of aligned Quality supervisors

Technical skills and qualifications:

1. English proficiency of B2 or higher
2. Well-versed with structured problem-solving techniques
3. Ability to analyze data and arrive at actionable insights
4. Strong practical experience with Excel (PivotTable, Charts, Statistical functions), PowerPoint, and Google Documents
5. Familiar with the application of quality tools to analyze data
6. Statistical aptitude
7. Quality certification (e.g., Lean Six Sigma, Total Quality Management, etc.) preferred
8. Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams
9. 5+ years of demonstrated management ability across diverse functions (direct reports, cross-functional relationships, third party vendors, etc.)
10. Fluent in spoken and written English
11. Ability to collaborate with cross-functional teams across geographies
12. Able to present confidently in meetings
13. Logical thinker
14. Great people management skills with the ability to drive the team to deliver excellence
15. Highly customer centric and has intuitive understanding of customer/client needs
16. Good interpersonal skills
17. Ability to clearly articulate thoughts

Personality traits:

1. Assertiveness and passionate commitment to achieving results
2. Highly conscientious and attaches high value to integrity