Global Quality Leader - Remote, BPO & Calibration Expert

Jobgether; United States; Hybride; USD 73 000 - 92 000; Plein temps

Avantages offerts par ce poste

Performance bonuses

Equity awards

Remote working flexibility

Résumé du poste

Jobgether is seeking a Senior Global Quality Lead to direct the English quality program across multiple service lines and global partner sites, spanning 5,000+ English-speaking agents. You will oversee QA evaluations, calibrations, governance, and weekly reporting, driving improvements with senior leadership and coordinating with Training, Delivery, and Customer Experience teams.

This remote-eligible role requires 8+ years, COPC knowledge, Observe.AI/NICE tools, and strong analytical and

Qualifications

• 8+ years of professional experience in Customer Support Quality or related field with direct responsibility for QA programs across BPO or external partner networks.
• Bachelor's degree in a relevant discipline.
• Experience managing BPO partner accountability, calibration sessions, QA scorecards, improvement plans, and governance with partner QA leadership.
• Working knowledge of COPC methodology, calibration processes, and multi-partner quality governance.
• Strong analytical capabilities to interpret weekly quality data and translate findings into actionable recommendations.

Responsabilités

• Lead day-to-day execution of the Global English quality program across service lines and partner sites.
• Oversee QA operations across a global network of 5,000+ English-speaking agents.
• Ensure weekly QA evaluation targets are met and monitoring calibration accuracy and coaching effectiveness.
• Maintain weekly quality reporting with timely, actionable performance insights.
• Hold partner QA teams accountable to scorecards and governance.
• Lead governance meetings with partner quality teams and conduct monthly business reviews.
• Identify and elevate performance gaps; develop improvement plans with senior leadership involvement.
• Oversee onboarding of new partner sites and ensure proper calibration before scaling.
• Conduct calibration sessions to ensure consistent interpretation of quality standards.
• Coordinate quality and delivery teams to maintain aligned performance expectations.
• Analyze relationships between quality KPIs and operational metrics such as NPS and throughput.
• Investigate week-over-week fluctuations and communicate root causes during reviews.
• Collaborate with Training on quality-aligned materials and initiatives.
• Represent the Global English quality function in cross-functional initiatives.
• Identify systemic issues across partner sites and distinguish root causes.
• Contribute to global quality reporting and ensure timely data submission.
• Validate accuracy of partner performance narratives and ensure meaningful analysis.
• Manage the global quality calendar including reviews, calibrations, and partner assessments.
• Mentor Partner Quality Leads to sustain quality improvements across partners.

Connaissances

QA program management

COPC methodology

Data analysis

Leadership

Quality governance

Cross-functional collaboration

Formation

Bachelor's degree

Outils

Observe.AI

NICE Quality Central

Description du poste

Jobgether is seeking a Senior Global Quality Lead to direct the English quality program across multiple service lines and global partner sites, spanning 5,000+ English-speaking agents. You will oversee QA evaluations, calibrations, governance, and weekly reporting, driving improvements with senior leadership and coordinating with Training, Delivery, and Customer Experience teams.

This remote-eligible role requires 8+ years, COPC knowledge, Observe.AI/NICE tools, and strong analytical and