Team Leader -Onsite in NBF, TX

TaskUs; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An innovative firm is looking for a Team Leader to drive quality initiatives and enhance operational excellence. In this role, you'll supervise Quality Analysts, conduct audits, and collaborate across departments to identify opportunities for improvement. You'll also be responsible for training new team members and ensuring adherence to quality standards. Join a vibrant company that values a People First culture, offers competitive salaries, and fosters professional growth. If you're passionate about leading teams and driving continuous improvement, this is the perfect opportunity for you.

Benefits

Competitive Industry Salaries

Comprehensive Benefits Packages

Internal Mobility Opportunities

Professional Growth Support

Inclusive Environment

Positive Community Impact

Qualifications

• At least 6 months experience in managing a team of quality analysts preferred.
• Knowledge of Six Sigma / Lean principles is a plus.

Responsibilities

• Supervise a team of Quality Analysts and develop methods for quality.
• Conduct audits and collaborate with departments for process improvements.
• Create Daily Briefing Documents for continuous improvement.

Skills

Problem-Solving Skills

Process Improvement Skills

Strong People Management Skills

Strong Stakeholder Management

Attention to Detail

Logical Thinking

Ability to Manage Conflicts

Good Written and Verbal Communication Skills

Versatility

Continuous Improvement Mindset

Education

Experience in Managing a Team of Quality Analysts

Knowledge of Six Sigma / Lean Principles

Tools

Advanced Excel

Google Sheets

Quality Tools for Analysis

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.

Job Description for Team Leader

As a Team Leader, 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:

• 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.

EEO: TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community.

We invite you to explore all TaskUs career opportunities and apply through the provided URL here.