Director/ Senior Director, Global Quality

TP; Philippines; On-site; PHP 6,000,000 - 10,000,000; Full time

Job summary

TP seeks a highly experienced Global Director of Quality to lead worldwide BPO quality operations in a 24/7 environment. The role requires strategic leadership across geographies and the ability to drive standardized quality frameworks for a Tech account with thousands of FTEs.

You will partner with site leaders in the Philippines, Malaysia, Indonesia and India, participate in executive reviews, develop learning programs, oversee audits, and ensure client satisfaction through continuous

Qualifications

• Experience in a senior leadership role within the BPO industry, focused on customer service (not technical).
• Proven success managing global or multi-regional teams in a 24/7 operating environment.
• Strong client engagement and participation in executive reviews (QBRs, etc.).
• Exceptional leadership, analytical abilities, and cross-cultural communication skills.

Responsibilities

• Lead global quality operations across multiple BPO sites for a Tech Account (approx. 8000 FTEs globally).
• Develop and implement standardized quality frameworks tailored to customer service operations.
• Serve as a client-facing leader, participating in QBRs, NBRs, WBRs, and similar meetings.
• Ensure continuous improvement of service delivery through feedback loops and quality audits.
• Collaborate with site leadership across Philippines, Malaysia, Indonesia and India to drive operational excellence.
• Provide strategic direction for new initiatives, performance measurement, and capability building.
• Maintain partnerships with internal and client stakeholders to align quality objectives.
• Achieve client established performance and productivity goals.
• Lead curriculum development and learning experiences for employees at different levels.
• Identify opportunities to achieve high levels of customer experience and lead quality initiatives.
• Implement and maintain all quality and other metric improvement projects, including quality/call monitoring and pilots.
• Work with all levels of management and client representatives, including daily site leadership interaction.
• Coordinate high-level QA management to ensure QA activities at a Nearshore level.

Skills

Senior leadership

Global/Multi-regional teams

Client engagement

Leadership

Analytical

Cross-cultural communication

Travel internationally

Six Sigma

Statistical process control

Quality monitoring

Personnel management

Job description

Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

As a Great Place to Work certified in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Opportunity

We are seeking a highly experienced and client-facing Global Director of Quality to lead global BPO operations. The ideal candidate will bring strategic leadership across multiple geographies while ensuring exceptional quality standards in a 24/7 operational environment.

The Global Quality Director establishes and maintains learning and development and the quality system to ensure personnel, methods, processes, and procedures conform to internal guidelines and regulatory standards across global geographies, providing support to the client.

The Responsibilities & Duties

• Lead global quality operations across multiple BPO sites for a Tech Account (approx. 8000 FTEs globally).
• Develop and implement standardized quality frameworks tailored to customer service operations.
• Serve as a client-facing leader, actively participating in QBRs, NBRs, WBRs, and similar stakeholder meetings.
• Ensure continuous improvement of service delivery through effective feedback loops and quality audits.
• Collaborate with site leadership across Philippines, Malaysia, Indonesia and India to drive operational excellence.
• Provide strategic direction for new initiatives, performance measurement, and capability building.
• Maintain strong partnerships with internal and client stakeholders to align quality objectives.
• Achieve Client established performance and productivity goals
• Lead curriculum development, educational activities and learning experiences for all employees at different levels of the company
• Provide support to the geographies by identifying opportunities for achieving high levels of positive customer experience and leading the process and quality efforts to achieve them
• Responsible for implementation and maintenance of all quality and other metric improvement projects and programs, including the quality/call monitoring process, pilots, and design of experiments.
• Work with all levels of the management team, stakeholders, associates, and client representatives, including daily interaction with site leadership
• Coordinate high-level QA management to ensure QA related activities at a Nearshore level.

The Qualifications

• Proven experience in a senior leadership role within the BPO industry, specifically in customer service (not technical).
• Demonstrated success managing global or multi-regional teams in a 24/7 operational environment.
• Strong client engagement experience and participation in executive-level reviews (QBRs, etc.).
• Exceptional leadership, analytical, and cross-cultural communication skills.
• Willingness to travel internationally to operational hubs when required.
• Statistical process control, personnel management, and quality monitoring experience(preferred)
• Six Sigma Certification
• Related experience, ideally including a combination of call center, Project management and quality experience

Pre-Employment Screenings

By TP policy, employment in this position will be contingent on your successful completion of and passage of a comprehensive background check, including global sanctions and watchlist screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions

TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.

Culture & Belonging

At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate on the basis of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.