Senior Lead Quality, Global English

📋 Description

• Lead the day-to-day execution of the Global English quality program across multiple service lines
• Oversee quality operations across multiple global BPO partner sites, ensuring consistent standards
• Ensure weekly quality assurance (QA) evaluation targets are achieved across all partner sites and
• Maintain a consistent weekly quality reporting process, providing partner QA teams and operational
• Hold partner QA teams accountable to established performance scorecards, including agent evaluation
• Lead regular engagement and governance meetings with partner quality teams, including weekly

🎯 Requirements

• At least 8 years of professional experience in Customer Support Quality, Community Support
• Bachelor's degree in a relevant discipline.
• Demonstrated experience managing BPO partner accountability, including conducting calibration
• Working knowledge of COPC methodology, including evaluation standards, sampling requirements
• Strong analytical capabilities, with the ability to interpret weekly quality performance data
• Experience identifying operational factors affecting quality results, including agent tenure

🎁 Benefits

• Competitive annual base salary ranging from CAD 102,000 to CAD 128,000, depending on experience
• Potential eligibility for additional compensation, including performance bonuses and equity awards.
• Comprehensive employee benefits package.
• Employee travel credits, providing opportunities to enjoy travel-related perks.
• Remote working flexibility within eligible Canadian provinces.
• Opportunities to collaborate with global teams and international service partners.