Quality Competence Center Group Leader

Robert Bosch Group; Fort Lauderdale (FL); On-site; USD 100,000 - 140,000; Full time

Job summary

Bosch Service Solutions North America LLC seeks a QCC Group Leader to harmonize quality standards across delivery sites and govern the global training framework.

You will lead QA, calibration, and curriculum migration, working with multi-site teams in a multilingual environment to ensure consistent brand experiences and continuous improvement across operations.

Qualifications

• 5+ years of QA & Training leadership experience in a multi-site, multilingual call center environment.

Responsibilities

• Own and design the end-to-end global training curriculum, onboarding pathways, and continuous education materials.
• Run monthly quality calibration sessions involving local QA leads and Team Leaders across all delivery sites.
• Lead QA tooling migration, utilizing the current platform (2Mares) and evaluating a new QA tool.
• Analyze QA data trends (CSAT/NPS, escalations) to identify performance gaps and improve training.

Skills

Quality Assurance Leadership

English Fluency

Cross-Cultural Collaboration

Analytical Educator

Proactive Problem Solver

Tools

2Mares

Playvox

Scorebuddy

LMS

Job description

• Legal Entity: Bosch Service Solutions North America LLC

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 Leaderis 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.

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.