Senior Quality Manager, Global English
A
AirbnbCustomer support
Le candidat retenu devra être basé au Canada pour pouvoir effectuer son travail. Actuellement, les employés peuvent être situés dans : la Colombie-Britannique, l'Ontario, le Québec, l'Alberta ou le Saskatchewan., plusieurs fuseaux horairesFull-TimeManager
Salary102,000 - 128,000 CAD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 8 ans ou plus d’expérience en qualité, en exploitation ou dans un domaine connexe du soutien à la communauté ou à la clientèle
- Required Skills
- Quality Assurance
Requirements
- 8+ years of experience in quality, operations, or a related community or customer support field.
- Direct experience managing QA programs within BPO or partner networks.
- Bachelor's degree required; a related field is preferred.
- Demonstrated experience holding BPO partners accountable, leading calibration sessions, managing partner QA scorecards, and writing and executing improvement plans.
- Practical knowledge of COPC methodology, including evaluation standards, sampling requirements, and calibration governance.
- Strong analytical skills to interpret weekly QA performance data, diagnose score variations and root causes, and communicate findings.
- Experience with QA platforms such as Observe.AI, NICE QC, or equivalent, including form design, calibration management, and partner-site integration.
- Strong written and verbal communication skills, including presenting quality findings to senior service-delivery stakeholders across time zones.
- Six Sigma Green Belt certification or equivalent structured problem-solving experience is an asset.
- Experience analyzing correlations between QA and NPS or CSAT, and using AQS or equivalent composite agent-performance measures, is an asset.
- Experience coordinating cross-functional quality-improvement initiatives across multiple teams is an asset.
Responsibilities
- Run the daily Global English quality program across volume-tier service lines and partner sites.
- Monitor weekly QA evaluation targets, evaluation completeness, calibration accuracy, and coaching activity.
- Maintain weekly quality-performance reporting for partner QA teams and operations managers.
- Hold partner QA teams accountable for scorecard results and align on actions through regular partner meetings and business reviews.
- Escalate partner performance gaps, document action plans, and oversee onboarding and calibration of new partner sites.
- Lead calibration sessions and promote alignment between quality and service-delivery teams.
- Oversee NPS detractor analysis and connect quality results with operational KPIs to identify root causes and improvement opportunities.
- Identify systemic policy, workflow, or product issues from evaluations and record them in OneTrack.
- Coordinate quality contributions to global reporting, including weekly site- and language-level KPI data and partner narratives.
- Collaborate with training and cross-functional teams on quality initiatives and maintain partner quality review cadences.
View Full Description & ApplyYou'll be redirected to the employer's site
