Description
As a VP, Quality at TaskUs, you will drive effortless customer experience by ensuring teams deliver actionable insights. Your primary responsibility will be to build a strategy to improve overall customer experience by reducing pain points, friction, and repeat calls from customers across channels.
Key responsibilities:
- Manage a team to meet contractual audit compliance requirements and capture hygiene and suspected fraud red flags
- Lead strategic initiatives and tactical actions to support operations teams in meeting and exceeding CSAT and FCR targets
- Work with site operation leaders, client services, and internal and external teams to drive alignment and execution of the customer experience strategy
- Deliver on specific client customer experience goals as a team effort spanning multiple teams
- Build and develop talent within the Process Excellence team
- Drive all relevant Line of Business quality, CSAT, and FCR processes across global operations
- Provide insight to inform and provide leadership in the development of strategic plans
- Help the executive management team set direction and find solutions to address business opportunities and challenges
Requirements:
- Strong leadership presence and passion for leading quality teams and implementing processes across the globe
- Experience in leading quality control/quality analysis organizations 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
- 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 and verbal