Quality Competence Center Group Leader

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

Company Description

Bosch Service Solutions is a leading provider of Business Process Outsourcing optimizing services in the following key areas: Customer Experience Services, Mobility Services, Monitoring Services as well as Business and Shared Services. Around 9,000 associates provide and optimize customers’ business processes in approximately 40 languages. Visit our website for more information at www.boschservicesolutions.com. OEM.

Job Description

The QCC Group Leader is the ultimate custodian of quality standard operating procedures and educational excellence (OEM) across all delivery sites. This role does not directly manage front-line customer service agents but governs the global training and evaluation framework. The primary objective is to harmonize quality standards and ensure that agents in all operational sites deliver a seamless, uniform brand experience. This position is fully onsite at our Fort Lauderdale, FL location.

Qualifications

• Experience: 5+ years of Quality Assurance & Training leadership experience within a multi-site, multi-lingual call center environment.
• Systems: Deep familiarity with Quality Assurance platforms (experience with 2Mares or migrating to modern platforms like Playvox/Scorebuddy is highly valued) and Learning Management Systems (LMS).
• Language: Native-level or fluent professional English (written and verbal).
• The "Analytical Educator": Highly structured, pedagogical, and detail oriented. Able to translate complex data into simple, actionable training plans.
• Cross-Cultural Collaborator: Skilled at managing relationships and aligning standards across diverse, international teams in all delivery sites.
• Proactive Problem Solver: Able to diagnose root causes of low CSAT or high escalation rates and rapidly deploy curriculum updates to address them.
• Key Performance Indicators (KPIs)
• Calibration Alignment Rate: Maintain a QA scoring variance at target levels across all sites during monthly calibration audits.
• Curriculum Update Velocity: Rapid deployment of training modifications following a process or system change.
• New Hire Time-to-Baseline: Achieve target threshold of new hires reaching operational QA performance baselines within the post-training nesting window.

Additional Information

• Global Curriculum & Training Governance: Own and design the end-to-end global training curriculum, onboarding pathways, and continuous education materials. Identify global and local training needs.
• Monthly Calibration Ownership: Run and govern monthly quality calibration sessions involving local site QA leads and Team Leaders across all delivery sites to maintain absolute evaluation alignment.
• QA Tooling Migration Support: Lead the QCC team in utilizing the current QA platform (2Mares) while actively spearheading the evaluation, setup, and deployment of a new, modernized QA evaluation tool.
• Performance Diagnostics & Insights: Analyze data trends from Quality Checks, CSAT/NPS, escalated customer cases, and agent knowledge tests to pinpoint performance gaps.
• Actionable Hand-offs to Local Operations: Package QA findings and deliver structured recommendations to local delivery site managers. Ensure local Team Leaders are equipped with the exact insights needed to coach agents effectively.