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 60,000 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. Join our team today and experience firsthand our dedication to supporting People First.
What does a Sr Director of Quality really do? The Sr Quality Director in the Apex role in the quality hierarchy for the Region/Account whose primary responsibility is to drive an effortless client Quality Program. This requires experience and understanding of how to effectively build a strategy to improve overall performance and customer experience by reducing non value adds and eliminating errors across channels. Your success as a Sr Quality Director will be measured through the confidence the clients show in our services and frictionless operational environment you are able to create.
Roles and Responsibilities:
Define and drive the transactional quality program for the account/region
Manage a centralized global team to meet the contractual audit compliance requirement each month
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.
Technical skills & Qualifications:
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
Minimum of 10 years of demonstrated management ability across diverse functions (direct reports, cross-functional relationships, 3rd party vendors, team of teams. etc.)
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
Soft skills:
Able to work with teams from different backgrounds and cultures
Highly skilled at managing client relationships
Able to manage conflicts within the workplace
Able to create a collaborative work environment where the team thrives, achieves and creates new milestones
Clear in communicating thoughts and ideas
Able to clearly & crisply articulate in meetings and discussions with leadership
Takes initiative and drives team and peers to do the same
Personality traits:
Passionate about quality
Strong leadership presence
Believes in keeping up with the latest trends, both industry and non industry related
Clear thought process on why quality matters and why it is not a vocation but a way of life
Versatile and able to easily adapt to a continuously evolving environment
Go-getter
Exudes a positive vibe
Self motivated
How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.
DEI: 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 invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.
Skills Required
- Experience leading a quality control, quality analysis, or cross-functional quality improvement organization
- At least 3 years supporting other geographies in a contact center environment
- At least 10 years of management experience across diverse functions, direct reports, cross-functional relationships, vendors, or teams of teams
- Fluency using statistical analysis software such as Minitab
- Experience using structured problem-solving tools
- Excellent presentation skills and expertise using visual aids
- Experience managing voice, non-voice, and back-office quality operations
- Experience working in a COPC environment
- Ability to work with teams from different backgrounds and cultures
- Strong client relationship management skills
- Conflict management skills
- Clear written and verbal communication skills with leadership
- Technology-savvy with an interest in technology and social media
- Six Sigma Black Belt or Master Black Belt certification
- PMP certification
TaskUs Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about TaskUs and has not been reviewed or approved by TaskUs.
-
Healthcare Strength — Core U.S. materials and filings show medical, dental, vision, life insurance, and short- and long‑term disability are standard offerings. Feedback suggests the company consistently emphasizes solid health coverage across roles, with country‑specific enhancements in some markets.
-
Retirement Support — Company filings confirm a 401(k) Savings Plan with an employer match (effectively up to a 4% match under the cited formula). Feedback suggests the program has clear categories and defined terms that candidates can verify at offer stage.
-
Wellbeing & Lifestyle Benefits — Careers materials highlight robust wellness programs, including a clinician‑led Wellness & Resiliency focus and other culture perks. Feedback suggests these wellbeing supports are a notable differentiator versus typical sector offerings.
TaskUs Insights
What We Do
TaskUs is a different breed of BPO. We are a collective of highly capable humans, who understand how to deploy technology and data to best serve your purpose. From Digital CX to Content Security, Data & AI Operations, Consulting, and anything in between, we consider ourselves responsible for protecting our partners’ interests and supporting their long term success through innovation and technology - powered by ridiculously smart people. TaskUs partners with the world’s most innovative and disruptive brands to protect what matters most and to thrive in an ever changing world.
