Lead, Quality

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Collaborate closely with the Partner Optimisation and Delivery teams to maintain consistency and quality in customer interactions managed by partners.

• Establish quality standards and offer partners a framework for achieving success.

• Engage directly with partner Quality teams to enhance compliance, performance, and uniformity in quality processes.

• Deliver reporting and analysis to both internal and external leadership to foster performance and process enhancement.

• Provide guidance for key Customer Service initiatives at the regional or global level.

• Work together with the onsite partner QA Lead, QA Manager, and Partner Manager to identify QA best practices.

• Examine data, detect issues, formulate measurable action plans, and oversee projects until completion.

• Manage and develop supporting specialists, including the training and onboarding of QIA team members.

• Mentor new L8 Partner Quality Leads.

• Assume Regional Quality Manager responsibilities as required.

• Collaborate with CS Delivery to enhance partner site performance.

• Implement global Quality program policies and best practices.

• Promote continuous improvement through closed-loop feedback mechanisms.

• Lead or contribute to projects focused on developing Quality program elements.

• Monitor, report on, and respond to quality tool outages.

• Generate weekly reports, create action plans, and drive enhancements.

• Provide in-region reporting to the Regional Quality Manager.

• Ensure Quality certification for new Partner sites and calibration standards for new site QIAs.

• Collaborate with Partner Optimisation, Delivery, OCM, and Product teams regarding escalations and new initiatives.

• Lead or participate in the launch of new tiers/work types.

• Engage in site visits for new site RFPs.

• Ensure monthly global calibrations across the partner network.

⛳️ Requirements

• At least 5 years of experience in Customer Experience management within a rapidly expanding partner network.

• Background in a QA Lead or a similar role.

• Capability to work independently in a remote environment without direct managerial oversight.

• Outstanding written, verbal communication, and organizational skills.

• Experience in contact centers, both internal and outsourced.

• Proficiency in creating, measuring, and analyzing quality metrics/KPIs.

• Experience in leading, motivating, and inspiring others to achieve goals and metrics.

• A strong commitment to delivering exceptional customer service.

• Highly developed analytical and critical-thinking capabilities.

• Ability to identify trends in data and recommend actions to enhance performance.

• Proven ability to drive improvement projects with successful outcomes.

• Willingness to travel within the region up to 40% of the time.

• Exceptional coaching skills.

• Advanced knowledge of Excel.

• Advanced knowledge of Tableau.

• Strong familiarity with NPS and Quality tools (e.g., Medallia).

• Knowledge of leading contact center Quality Assurance platforms and programs (e.g., Observe.ai).

• Quality Assurance certification (e.g., COPC).

• Ability to create and deliver presentations to the organization.

• Experience in people management and mentorship.

🏝️ Benefits

• Eligible for bonus.

• Equity.

• Comprehensive benefits.

• Employee Travel Credits.

• Reasonable accommodations throughout the recruitment process for applicants with disabilities.