Senior Manager, Quality, Volume Tiers

📋 Description

• Own and execute the Volume Tier quality strategy aligned to several critical priorities: breaking
• Consolidate fragmented QA frameworks across GE and ROW into a unified operating model, eliminating
• Represent Volume Tier quality in WBRs, MBRs, QBRs, and cross-functional planning forums; bring a
• Oversee QA evaluation execution across all Volume Tier partner sites globally, ensuring consistent
• Lead root cause analysis on systemic failures, translating QA findings into product, process, and
• Formalize Audit the Auditor as an ongoing control: define sample selection, alignment thresholds

🎯 Requirements

• 12+ years of experience in Customer/Community Support, Quality Assurance, or Contact Center
• 5+ years managing globally distributed QA teams across multiple languages, regions, and partner
• Bachelor's Degree or equivalent experience, preferably in related field; MBA or Masters preferred
• Experience with QA tooling platforms, including hands-on ownership of form design, calibration
• Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean), with a proven ability to
• Demonstrated track record of leading quality transformation, consolidating fragmented programs

🎁 Benefits

• Actual base pay dependent upon many factors, such as: training, transferable skills, work
• Base pay range shown is annualized, subject to change and may be modified in the future
• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits