Director of Quality & Customer Experience Strategy

TaskUs; Batangas City; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

TaskUs is hiring a Director for Quality to drive the transactional quality program across regions and lead a centralized global team in meeting audit and KPI targets. The role collaborates across site ops, client services, and data science to enhance customer experience and operational excellence.

The ideal candidate brings 5+ years in quality leadership, Six Sigma Black Belt, PMP a plus, and strong analytical/presentation skills to influence stakeholders and drive strategic quality improvements

Qualifications

• Minimum 5 years in Quality at a manager level or above.
• Tech-savvy with a penchant for technology and social media.
• Experience leading quality control/quality analysis organisations or cross-functional quality improvement projects.
• Experience supporting other geographies in a contact centre environment (3+ years).
• Fluent in statistical analysis software such as Minitab.
• Six Sigma Black Belt/MBB; PMP is a plus.
• Strong problem-solving and data visualization skills.
• Excellent presentation and stakeholder management.
• Experience managing voice, non-voice and back-office quality operations.
• Experience in a COPC environment.

Responsibilities

• Define and drive the transactional quality program for the account/region.
• Manage a centralized global team to meet monthly audit compliance requirements.
• Collaborate with global quality directors to define TaskUs quality strategy.
• Work with site operations leaders, client services and other teams to align with the customer experience strategy.
• Ensure client and internal KPIs are consistently delivered.
• Lead initiatives to improve Accuracy, CSAT and other targets across sites.
• Operationalize best practices and introduce next practices.
• Partner with Business Development on new client acquisitions.
• Partner with Data Sciences to build an insights engine for performance trends.
• Mentor employees and balance workloads across teams.
• Interface with business leaders for quality reviews and executive reporting.
• Establish governance to keep the quality program running smoothly.
• Conduct regular assurance audits to identify gaps in execution.

Education

Six Sigma Black Belt / MBB

Experience with quality management

Leadership / team management

Cross-functional collaboration

Data analysis

Presentation skills

Problem solving

CopC / contact centre quality

Experience with social media/tech tools

Tools

Minitab

Job description

TaskUs is hiring a Director for Quality to drive the transactional quality program across regions and lead a centralized global team in meeting audit and KPI targets. The role collaborates across site ops, client services, and data science to enhance customer experience and operational excellence.

The ideal candidate brings 5+ years in quality leadership, Six Sigma Black Belt, PMP a plus, and strong analytical/presentation skills to influence stakeholders and drive strategic quality improvements