Global Quality Director, Client-Facing, 24/7 BPO

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

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