Director of Quality
Director of Quality
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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 45000 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 moments 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 employees career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.
What does a Director for Quality really do Think of yourself as a leader whose primary responsibility is to drive effortless customer experience. This requires experience and understanding of how to effectively build a strategy to improve overall customer experience by reducing the pain points friction and repeat calls from customers across the channels. As the leader for Quality it will be important to drive the insights analysis of things within our teammates control and those that are not within our control and be able to recommend process improvements or technology solutions to help the campaign as a customer over-all. Your success as a Quality Director will be measured by driving global results from a perspective of over-all quality audit completion CSAT FCR ATA and error rate across all lines of business and channels of the campaign supported out of TaskUs today.
As a Director for Quality you will:
Be responsible for managing the Quality Assurance program for the Region of North America Europe and Latin America
You will manage a team to meet the contractual audit compliance requirement each month capture hygiene and suspected fraud red flags from these audits.
You will also lead strategic initiatives and tactical actions that support the operations teams in meeting and exceeding the CSAT and FCR targets across eleven lines of business. You will be expected to build a TaskUs specific customer experience analysis and to capture insights.
You will work side by side with our site operation leaders client services and other internal and external teams to drive alignment and execution to our customer experience strategy.
Deliver on specific client customer experience goals is a team effort spanning to the client and internal teams including our recruiting training operations clients services and data science teams.
Be responsible for working closely with these teams to build strategic & tactical customer experience initiatives and ensure that these teams work with urgency and efficiency to deliver on our customer commitments.
Need to build and develop talent within the Quality team so that the structure processes and mentorship is in place so that there is sustainability to support the growth of the program.
Become the strategic and performance leader who drives all relevant Line of Business quality CSAT and FCR processes leveraged across the global operations within the TaskUs organization. You will also provide insight to inform and provide leadership in the development of strategic plans.
Help the executive management team set direction and find solutions to address business opportunities and challenges. You will provide ongoing feedback and assessment of project status and issues to managers and executives.
Demonstrate a hands-on high energy work ethic and championing a team player attitude. You will ensure that project workloads are balanced among team members through cross training and encouraging teamwork.
Develop processes that will assist with training new team members increase project efficiency and quality assurance. You will provide assistance and support to team members.
Be the Quality thought leader tasked with building a quality strategy to elevate overall customer experience
A leader who can support growth at a global scale and be able to put in place a governance process that is scalable and that is resource efficient and drives accurate results
Passionately tell the story of why quality matters in driving effortless customer experience build consensus and inspire others to move fast on quality execution
Effectively manage and mentor a team of customer experience managers
Experience in client presentations and hosting customer meetings
Formulate a line of business specific quality plan based on improving the customer experience and roll that out across campaigns around the globe. Inform and educate all stakeholders on the - why- s- to ensure alignment.
Quantify business cases and drive cross- -functional partners to change our systems processes and policies to achieve better outcomes
As the companys products and communities change and grow stay connected with how our support ecosystem is evolving and help head off quality issues before they begin
Find creative workarounds for quality issues where our tools are the root cause and a technical solution is not imminent.
Do you have what it takes to become a Director for Quality
Excellent communication and presentation skills
Strong leadership presence and passion for leading quality teams and implementing processes across the globe
Experience in leading quality control/quality analysis organization or leading cross- -functional quality improvement projects and teams
Experience in capturing business insights and driving process changes and improvements in the contact center industry
Global experience of a minimum of 5 years in supporting other geographies in a contact center environment
Minimum of 15 years of demonstrated management ability across diverse functions (direct reports cross-functional relationships 3rd party vendors team of teams. etc.)
Lean Six Sigma certification preferred (green belt)
Proven track record of collaborating with cross- -functional groups to produce results
Demonstrated ability to perform well in a rapidly changing and extremely global team
Excellent English communication skills both written/verbal
Strong critical thinking and exceptional problem-solving skills
Proven track record of breaking down a complex process and identifying key pain points in order to deliver business improvements at the regional or global level
Passion for our mission of ensuring a world-class support experience for our community
About TaskUs
TaskUs is a leading provider of outsourced digital services and next-generation customer experience to the worlds most innovative 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 and ride-sharing Technology FinTech and HealthTech. As of March 31 2023 TaskUs had a worldwide headcount of approximately 47700 people across 27 locations in 13 countries including the United States the Philippines and India.
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 is our responsibility as a business.
TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodation in any part of the hiring process please let us know.
Please take note that 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.
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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.
We invite you to explore all TaskUs career opportunities and apply through the provided URL Experience:
Director
Employment Type
Full-Time
Key Skills
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