As a Director of Quality and Customer Experience, you will be responsible for leading a team that will help internal and external stakeholders understand and monitor their performance, investigate trends, identify anomalies, draw conclusions from data and develop insights that assist in optimizing opportunities and drive the best customer experience.
The successful candidate will bring a deep understanding of call center environment, working with third-party vendors, experience with an outsourced partner and be able to effectively manage the team and utilize key metrics to drive behavior.
Transcosmos America brings together a perfect marriage of talented people and intelligent technologies to deliver award winning customer support with flexible and innovative service models that meet the service needs of any business or industry.
Transcosmos has a long history of over 45 years of experience in outsourced services. Originally established in Japan, and since then we’ve expanded throughout Southeast Asia and the rest of the world. We currently have over 100 operating centers across 14+ countries, supporting over 30 languages and counting. Transcosmos solutions serve 2,500 clients around the world and as an outsourced solution provider ranked 33rd among the top 100 global outsourcing companies. We continue to earn awards and global recognition including “Global Outsourcing 100 Leaders” awarded by IAOP 3 years running and No.1 for “The World’s BPO Player for The Asia/Pacific and Japan region” by the Gartner report in the U.S.