VP, Quality

About the role

TaskUs, a provider of outsourced digital services and customer experience to technology companies, is looking for a VP, Quality in Pasig. The role leads the quality strategy to drive effortless customer experience, managing a team of customer experience managers and setting up a scalable, resource-efficient governance process. Success is measured by quality audit completion, CSAT, FCR, ATA and error rates across all lines of business.

Key responsibilities

• Manage a team to meet monthly contractual audit compliance, capturing hygiene and suspected fraud red flags from audits
• Lead strategic initiatives and tactical actions that help operations teams exceed CSAT and FCR targets across eleven lines of business
• Build a TaskUs-specific customer experience analysis, capture insights and formulate a line-of-business quality plan rolled out across global campaigns
• Work with site operation leaders, client services, recruiting, training, operations, client services and data science teams to deliver customer commitments
• Develop talent in the Process Excellence team, balance workloads through cross-training and mentor new team members
• Support the executive management team, provide project status updates and maintain the department's P&L costs
• Develop processes that improve training, project efficiency and quality assurance
• Act as a quality thought leader, quantify business cases and drive cross-functional partners to change systems, processes and policies

Required profile

• Minimum 5 years of global experience supporting other geographies in a BPO, contact center or ITES delivery organization
• Minimum 15 years of demonstrated management ability across diverse functions, vendors and teams
• Experience leading quality control or quality analysis organizations, or cross-functional quality improvement projects
• Experience in client presentations and hosting customer meetings
• Ability to break down complex processes, identify pain points and deliver regional or global improvements

Required skills

• Six Sigma Black Belt certification (required)
• Excellent written and spoken English
• Critical thinking, problem-solving and collaboration with cross-functional groups

The company offers competitive industry salaries and comprehensive benefits, and encourages internal mobility and professional growth. Applications are made through the TaskUs careers page.