Quality Performance Lead - Mentor, Escalations, Growth

TaskUs; Pasig; On-site; PHP 391,000 - 614,000; Full time

Job summary

TaskUs in the Philippines is seeking a Quality Supervisor to oversee the performance of Quality Analysts and ensure adherence to processes. You will mentor the team and drive career development while enforcing escalation procedures.

You will lead a high-performing group, set ambitious goals, coach for better outcomes, and identify insights to improve service quality for clients in the BPO sector. This role requires strong people management and a proactive approach to quality assurance.

Qualifications

• 2+ years of relevant people management experience within or beyond the BPO space.
• Ability to think strategically and solve problems.
• Background in providing constructive feedback and implementing corrective action plans.
• High-level understanding of customer confidentiality standards.
• Passion for developing the skills and know-how of team members.
• Experience in mediation and conflict resolution techniques.

Responsibilities

• Mentor, guide, and help develop a career path for Quality Analysts;
• Implement, oversee, and enforce escalation channels in accordance with procedures;
• Lead a high-performing team to build problem-solving, critical thinking, analytical, and technical skills;
• Establish ambitious but realistic team goals;
• Work with direct reports on plans for executing and measuring progress and sharing results; and
• Identify actionable insights, offer recommendations, and shape team’s strategy.

Skills

People management

Mentoring

Performance coaching

Quality Assurance

Job description

TaskUs in the Philippines is seeking a Quality Supervisor to oversee the performance of Quality Analysts and ensure adherence to processes. You will mentor the team and drive career development while enforcing escalation procedures.

You will lead a high-performing group, set ambitious goals, coach for better outcomes, and identify insights to improve service quality for clients in the BPO sector. This role requires strong people management and a proactive approach to quality assurance.