Director of Quality Assurance and Customer Experience

Taskus India Private Limited; Gurugram District; On-site; INR 5,000,000 - 9,000,000; Full time

Job summary

TaskUs is seeking a Director of Quality to lead the strategy for an effortless customer experience across global operations. The role emphasizes building and guiding quality initiatives, reducing repetitive customer contacts, and driving improvements across channels.

You will manage a team, partner with site operations, client services, and data science to meet CSAT and FCR targets, while developing talent and ensuring audit compliance and process excellence.

Responsibilities

• Drive strategy to improve overall customer experience by reducing pain points, friction, and repeat calls across channels.
• Lead insights and analysis to recommend process improvements or technology solutions to support the campaign.
• Manage a team to meet monthly audit compliance and capture hygiene and suspected fraud red flags.
• Lead strategic initiatives and tactical actions to meet CSAT and FCR targets across eleven lines of business.
• Collaborate with site operations leaders, client services, and other internal and external teams to align and execute the customer experience strategy.

Job description

Director Of Quality

About TaskUs

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 60,000 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 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 employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

What does a Director of 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.

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 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.
• Delivering on specific client customer experience goals is a team effort spanning to the client and internal teams including our recruiting, training, operations,risk assessment and process excellence projects, clients services and data science teams.
• You will 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.
• You will also 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.
• You will 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.
• You will 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.
• You will also 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.
• You will also 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.
• Quality thought leader tasked with building a quality strategy to elevate overall customer experience - A leader who can support growth.