Senior Lead Quality, Global English

📋 Description

• Own the day-to-day execution of the GE quality program across all Volume Tier service lines (R1
• Ensure weekly QA evaluation targets are met across all sites and service lines; monitor evaluation
• Maintain the weekly QA performance reporting cadence, ensuring partner QA teams and Partner
• Hold GE partner QA teams accountable to the Performance Scorecard results: Agent Saturation
• Maintain regular engagement with Partner Quality teams: weekly alignment cadences and alignment on
• Escalate partner performance gaps and establish documented action plans where warranted; escalation

🎯 Requirements

• 8+ years of experience in Community/Customer Support Quality, Operations, or a related field, with
• Bachelor's Degree, preferably in related field required.
• Demonstrated experience driving partner BPO accountability: running calibration sessions, managing
• Working knowledge of COPC methodology; able to apply COPC evaluation standards, sampling
• Strong analytical skills: able to read weekly QA performance data, diagnose root causes behind
• Experience with QA tooling platforms — Observe.AI, NICE QC, or equivalent — including form design

🎁 Benefits

• Bonus, equity, benefits, and Employee Travel Credits may be eligible.
• Reasonable accommodations throughout the recruitment process for applicants with disabilities.