Senior Lead Quality, Global English
J
JobgetherCustomer support quality
This is a remote-eligible position open to candidates residing in Canada.Full-TimeLead
SalaryCAD 102,000 to CAD 128,000 annual base salary; potential eligibility for additional compensation, including performance bonuses and equity awards.
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Job Details
- Experience
- At least 8 years of professional experience in Customer Support Quality, Community Support Operations, or a related field
- Required Skills
- Quality Assurance
Requirements
- At least 8 years of professional experience in Customer Support Quality, Community Support Operations, or a related field.
- Direct responsibility for managing QA programs across BPO or external partner networks.
- Bachelor's degree in a relevant discipline.
- Experience managing BPO partner accountability, including calibration sessions, QA scorecards, improvement plans, and performance governance.
- Working knowledge of COPC methodology, including evaluation standards, sampling requirements, calibration processes, and quality governance.
- Ability to analyze weekly quality performance data, identify root causes, and translate findings into actionable recommendations.
- Experience identifying operational factors that affect quality results, including agent tenure, calibration inconsistencies, evaluation form changes, and workflow updates.
- Familiarity with quality assurance platforms such as Observe.AI, NICE Quality Central, or equivalent tools.
- Strong written and verbal communication skills, including preparing reports and facilitating calibration sessions across time zones.
- Leadership and mentoring experience guiding quality teams and driving continuous improvement.
- Strong organizational and project management skills coordinating multiple partner relationships and competing priorities.
- Ability to work independently in a complex, fast-paced, globally distributed environment.
Responsibilities
- Lead day-to-day execution of the Global English quality program across multiple service lines.
- Oversee quality operations across global BPO partner sites and maintain consistent standards across more than 5,000 agents.
- Monitor weekly QA evaluation targets, evaluation completeness, calibration accuracy, and coaching effectiveness.
- Maintain weekly quality reporting and validate partner performance narratives.
- Hold partner QA teams accountable to performance scorecards and established standards.
- Lead weekly alignment sessions, monthly business reviews, calibration sessions, and quarterly partner capability assessments.
- Identify partner performance gaps, develop documented improvement plans, and escalate issues when necessary.
- Oversee onboarding of new partner sites and establish quality processes, evaluation standards, and calibration practices.
- Analyze NPS detractor insights and relationships between quality performance and operational KPIs, and coordinate improvement initiatives.
- Mentor Partner Quality Leads and collaborate with Delivery, Training, and cross-functional teams on quality improvements.
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