As a BPO Team Leader Quality, 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 Client 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:
Must have previous experience in Call Center Campaigns
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
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
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 desirable
At least 6 months experience in managing a team of quality analysts preferred
Previous experience in a content moderation 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
Tipo de puesto: Tiempo completo
Sueldo: Hasta $19,500.00 al mes
Beneficios:
- Apoyo para estudios
- Estacionamiento de la empresa
- Programa de referidos
- Seguro de gastos médicos
- Seguro de gastos médicos mayores
- Protegido de la vista
- Seguro dental
- Seguro de vida
- Vacaciones adicionales o permisos con goce de sueldo
- Vales de despensa
Lugar de trabajo: Empleo presencial
Fecha límite para postularse: 27/01/2025
Fecha de inicio prevista: 27/01/2025

📌 Quality Supervisor (Lomas de Angelópolis)
🏢 Taskus
📍 Lomas de Angelópolis