Global QA & Training Governance Lead

Bosch USA; Fort Lauderdale (FL); On-site; USD 110,000 - 160,000; Full time

Job summary

Bosch Service Solutions is seeking a QCC Group Leader to oversee the global quality and training framework across delivery sites. This fully onsite role in Fort Lauderdale, FL ensures harmonized standards and a uniform brand experience.

The ideal candidate will lead curriculum design, calibration sessions, and QA tooling migrations, translating data into actionable improvements for agent performance and customer outcomes.

Qualifications

• 5+ years of Quality Assurance & Training leadership experience within a multi-site, multi-lingual call center environment.
• Deep familiarity with QA platforms (experience with 2Mares or migrating to Playvox/Scorebuddy) and LMS systems.
• Native-level or fluent professional English (written and verbal).
• Highly structured, pedagogical, and detail oriented; able to translate data into actionable training plans.
• Skilled at managing relationships across diverse, international teams across all delivery sites.
• Able to diagnose root causes of low CSAT or high escalation rates and rapidly deploy curriculum updates.

Responsibilities

• Own and design the end-to-end global training curriculum, onboarding pathways, and continuous education materials.
• Run and govern monthly quality calibration sessions across all delivery sites to maintain alignment.
• Lead QA tooling migration and evaluate/deploy new QA evaluation tools.
• Analyze data trends from QA checks, CSAT/NPS, escalated cases, and knowledge tests to identify performance gaps.
• Package QA findings and deliver structured recommendations to local site managers for coaching.

Skills

Quality Assurance Leadership

Training Leadership

English Proficiency

Analytical Educator

Cross-Cultural Collaboration

Root Cause Analysis

Curriculum Design

Tools

2Mares QA Platform

Playvox

Scorebuddy

LMS

Job description

Bosch Service Solutions is seeking a QCC Group Leader to oversee the global quality and training framework across delivery sites. This fully onsite role in Fort Lauderdale, FL ensures harmonized standards and a uniform brand experience.

The ideal candidate will lead curriculum design, calibration sessions, and QA tooling migrations, translating data into actionable improvements for agent performance and customer outcomes.