Global Quality Director: CX Excellence & Strategy

Hammerjack Pty Ltd; Imus; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

TaskUs is seeking a Director for Quality to lead the transactional quality program across regions, building a strategy to improve performance and customer experience by reducing errors. You will manage a global team, partner with Quality Directors, operations, and data sciences to drive KPIs and governance, and ensure smooth, compliant quality operations.

Ideal candidates bring 5+ years in quality leadership, Six Sigma Black Belt, PMP, and COPC exposure, with a proven track record in contact

Qualifications

• Must have at least 5 years experience in Quality at a Manager level or above.
• Tech savvy and has a penchant for technology and social media.
• Experience in leading quality control/quality analysis organization or leading cross-functional quality improvement projects and teams.
• Experience of a minimum of 3 years in supporting other geographies in a contact center environment.
• Fluent in usage of statistical analysis software such as Minitab.
• Six Sigma Black Belt/MBB preferred. PMP certification will be an added advantage.
• Well versed with usage of structured problem solving tools.
• Excellent presentation skills and expertise at using visual aids for presenting.
• Experience in managing voice, non-voice and back office quality operations.
• Has worked in a COPC environment.

Responsibilities

• Define and drive the transactional quality program for the account/region
• Manage a centralized global team to meet the monthly audit compliance requirement
• Collaborate with the global quality directors in defining the TaskUs quality strategy
• Work side by side with the Global Quality Director, site operation leaders, client services, and other internal and external teams to drive alignment and execution to our customer experience strategy.
• Ensure client and internal KPIs are consistently delivered
• Lead strategic initiatives and tactical actions that support the operations teams in meeting and exceeding the Accuracy, CSAT and other targets across sites
• Operationalize best practices and bring next practices to the table
• Partner with Business Development on new client acquisitions
• Partner with Data Sciences teams to build a robust insights engine which can be used for deriving performance trends & business opportunities
• Partner with Operations and Training on developing strategy for people and process improvement
• Quantify business cases and drive cross--functional partners to change our systems, processes, and policies to achieve better outcomes
• Interface with business leaders for quality reviews (both internal and external)
• 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.
• Establish a governance framework that ensures that the quality machinery runs like a well oiled machine
• Conduct regular assurance audits and reviews to identify gaps in execution
• Identify opportunities to improve contact center technology in lines with the latest industry trends
• Growth in business through new acquisitions and expansion of current businesses will be the key MoS for this role
• Mentor employees across levels and functions for next roles
• Ensure that project workloads are balanced among team members through cross training and encouraging teamwork
• You will also demonstrate a hands-on, high energy work ethic and championing a team player attitude.

Skills

Quality management

Data analysis

Leadership

Cross-functional

Presentation skills

Minitab

Six Sigma Black Belt

PMP certification

Problem solving

Education

Bachelor's degree

Tools

Quality auditing tools

Job description

TaskUs is seeking a Director for Quality to lead the transactional quality program across regions, building a strategy to improve performance and customer experience by reducing errors. You will manage a global team, partner with Quality Directors, operations, and data sciences to drive KPIs and governance, and ensure smooth, compliant quality operations.

Ideal candidates bring 5+ years in quality leadership, Six Sigma Black Belt, PMP, and COPC exposure, with a proven track record in contact