VP, Quality

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

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.

What does a VP, Quality really do?

Think of yourself as a leader whose primary responsibility is to drive effortless customer experience by ensuring the teams deliver actionable insights. 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 VP, Quality will be measured by driving global results from a perspective of overall 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 be expected to build a TaskUs specific customer experience analysis, and to capture insights.
• 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, 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 Process Excellence 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 be responsible for maintaining the P&L cost for your department’s span
• 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 tasks

• A leader who can support growth at a global scale, and be able to put in place a governance process that is scalable, and that is resource efficient, and drives accurate results
• Passionately tell the story of why quality matters in driving effortless customer experience, build consensus and inspire others to move fast on quality execution
• Effectively manage and mentor a team of customer experience managers
• Experience in client presentations and hosting customer meetings
• Formulate a line of business specific quality plan based on improving the customer experience and roll that out across campaigns around the globe.
• Inform and educate all stakeholders on the - why- s- to ensure alignment.
• Quantify business cases and drive cross- -functional partners to change our systems, processes, and policies to achieve better outcomes
• As the company's products and communities change and grow, stay connected with how our support ecosystem is evolving and help head off quality issues before they begin
• Find creative workarounds for quality issues where our tools are the root cause and a technical solution is not imminent.

Do you have what it takes to become a VP, Quality?

• Strong leadership presence and passion for leading quality teams and implementing processes across the globe
• Experience in leading quality control/quality analysis organization or leading cross- functional quality improvement projects and teams
• Experience in capturing business insights and driving process changes and improvements in the contact center industry
• Global experience of a minimum of 5 years in supporting other geographies in a BPO / contact center environment / ITES delivery organization
• Minimum of 15 years of demonstrated management ability across diverse functions (direct reports, cross-functional relationships, 3rd party vendors, team of teams. etc.)
• Six Sigma Black Belt certification is required
• Proven track record of collaborating with cross-functional groups to produce results
• Demonstrated ability to perform well in a rapidly changing and extremely global team
• Excellent English communication skills both written/verbal
• Strong critical thinking and exceptional problem-solving skills
• Proven track record of breaking down a complex process and identifying key pain points in order to deliver business improvements at the regional or global level
• Passion for our mission of ensuring a world-class support experience for our community

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 put our frontline first, period. We have state‑of‑the‑art workspaces, top‑notch benefits, and some of the best teammates in the world. No matter where you are around the globe, we invest in you and your career growth.