Quality Director EMEA

Director of Quality, EMEA

What does a Director of Quality

really do? The 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 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 line 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 the 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