Senior Director of Quality

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 Senior Director for Quality really do? Think of yourself as a champion for operational excellence. You will closely monitor program metrics, provide insights and analysis, offer recommendations, and help manage the implementation of service and process improvement programs and efforts. Your contribution will help ensure program metrics and service level requirements for quality are met consistently. You will also take the lead in conducting quality audits, report on findings, and propose new systems and policies for continuous improvement. Consider yourself a consultant to stakeholders, a mentor and guide to Teams, and an important asset to our passionate pursuit for quality.

As a Senior Director for Quality , you will:

• Be responsible for managing the Quality Assurance program for the assigned region.
• Understand the Quality Approach of the Verticals and Accounts
• Be responsible for the overall delivery of the Quality department
• Initiate, and Review Standardisation Drives and Improvement Projects
• Be accountable for ensuring clear visibility of the Opportunities of the Performance Parameters, Critical KPIs (Quality Audit, CSAT, AHT, NPS, Repeat. FCR, Sales, Conversion, Up/Cross Sell, TAT, Cycle Time, Accuracy Levels...)
• Guide the Team to provide Business Intelligence to the Internal Stakeholders and Clients
• Be accountable for Hygiene and Integrity of Operations. Ensure adherence to transactional compliances (ZTP, SQV, Regulatory Norms...)
• Ensure actions on integrity, compliance and hygiene are closed looped on time.
• Be responsible for assisting Operations on optimizing Quality Based Rewards and Penalties for the accounts.
• Ensure Client Relationship by managing Expectations, maintaining Communications, and delivering Commitments.
• Mentor and Review Improvement Projects
• Ensure Continuous Skill Development and Refresh Attained Skills of members of the Quality Team
• Clearly outline and suggest actions on Inputs to ensure qualitative Outputs meet internal and client targets
• Ensure rational and justified use of Analytical Tools and Improvement Methods for optimum effectiveness.
• Manage and Optimize Cost of Quality. (Spans, Productivity, Staffing, Automation, etc.)
• Manage the Performance/Outlier Management of Quality Team
• Ensure Quality Best Practices (QA Call Taking, Audit The Auditor, Calibration, Dispute Management, Focussed Audits etc.)
• Conduct Risk Assessment and Mitigation of the Account and Location (FMEA etc.)
• Conduct Process Audits on SOPs, SOWs, Standards (Security/ISO/COPC etc),
• Mentor and Review, cross Partner Improvement Projects and Initiatives
• Mentor and Review cross functional improvement projects and initiatives.
• Training on Six Sigma YB/GB, Lean, Audit, Graphing Techniques, High Performance Management Techniques, Quality Best Practices
  
  
  

Do you have what it takes to become a Senior Director for Quality ?

• At least 15 years of experience in quality management in a BPO environment
• Excellent communication and presentation skills
• Knowledgeable in performance data management and analysis
• Has strategic capability and expert competency in problem-solving
• Has a strong drive for results and excellence
• Can cultivate effective and productive business relationships to resolve outstanding quality issues in collaboration with other Quality Assurance leaders
• Trained/Certified Six Sigma Green Belt, Lean Facilitator, Process Audits, BPM, SOP Creation, COPC RC Certification
• Cross Vertical and Cross Location Team Management
  
  
  

About TaskUs

TaskUs is a leading provider of outsourced digital services and next-generation customer experience to the world's 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 47,700 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."

###

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 https://www.taskus.com/careers/ .