Global VP of Quality & Customer Experience

LizardBear Tasking, Inc. (PEZA); Pasig; On-site; PHP 11,271,000 - 15,028,000; Full time

Job summary

TaskUs seeks a VP of Quality to drive global quality initiatives across eleven lines of business and lead a team of customer experience managers. The role focuses on delivering actionable insights and governance to improve customer experiences worldwide.

The position requires a Six Sigma Black Belt, 15+ years in leadership within BPO/ITES, and exceptional English communication. You will partner across operations, client services and data science to sustain growth and quality excellence.

Qualifications

• Minimum of 15 years of management experience across diverse functions (direct reports, cross-functional relationships, vendors).
• Global experience in a BPO / contact center environment / ITES delivery organization.
• Six Sigma Black Belt certification is required.
• Excellent English communication skills both written and verbal.

Responsibilities

• Lead and mentor a global quality team across eleven lines of business.
• Drive CSAT, FCR, ATA and error rate improvements through governance and analytics.
• Develop scalable governance processes to drive accurate quality results across campaigns.
• Collaborate with site operations, client services and data science to align on quality initiatives.
• Define and execute line-of-business quality plans and communicate insights to executives.

Skills

Leadership

Quality management

Process improvement

English communication

Cross-functional collaboration

Job description

TaskUs seeks a VP of Quality to drive global quality initiatives across eleven lines of business and lead a team of customer experience managers. The role focuses on delivering actionable insights and governance to improve customer experiences worldwide.

The position requires a Six Sigma Black Belt, 15+ years in leadership within BPO/ITES, and exceptional English communication. You will partner across operations, client services and data science to sustain growth and quality excellence.