Senior Lead Quality, Global English

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

📋 Description

• Take ownership of the daily implementation of the Global English quality program across all Volume Tier service lines and partner locations.

• Ensure that weekly QA evaluation targets, evaluation completeness, calibration accuracy, and coaching activities are met across the portfolio.

• Maintain weekly QA performance reports for partner QA teams and Partner Operations Managers.

• Hold partner QA teams accountable for the results outlined in the Performance Scorecard.

• Facilitate weekly alignment meetings and monthly business review actions with Partner Quality teams.

• Identify performance gaps with partners and create documented action plans for improvement.

• Oversee the onboarding and calibration of new sites to align with Global English quality standards.

• Conduct calibration sessions across partner sites to ensure QA alignment between Quality and Delivery teams.

• Manage the analysis of NPS detractors and address issues causing dissatisfaction in collaboration with Delivery, Training, and other stakeholders.

• Link quality results to operational outcomes and KPIs.

• Incorporate quality insights into weekly performance narratives for partners and clarify root causes.

• Collaborate with the GE Training team on initiatives like Training Flight Simulator and AirReady.

• Represent Global English Quality in cross-functional working groups.

• Highlight systemic issues related to policy, workflow, and product from evaluations.

• Oversee Global English's contributions to the global Quality reporting framework, including weekly KPI data categorized by site and language.

• Ensure the substance and accuracy of partner KPI narratives.

• Maintain a quality calendar that includes weekly reviews, monthly calibrations, monthly business reviews, and quarterly partner capability assessments.

• Mentor Partner Quality Leads, directing team focus, removing obstacles, and upholding consistent quality standards.

⛳️ Requirements

• Over 8 years of experience in Community/Customer Support Quality, Operations, or a related field.

• Direct experience managing QA programs within BPO or partner networks.

• A Bachelor's Degree is required, preferably in a related field.

• Proven experience driving partner BPO accountability through calibration sessions, partner QA scorecards, improvement plans, and performance standards governance.

• Familiarity with COPC methodology, including evaluation standards, sampling requirements, and calibration governance.

• Strong analytical capabilities and the ability to identify root causes within QA performance data.

• Experience with QA tooling platforms such as Observe.AI, NICE QC, or similar, including form design, calibration management, and partner site onboarding.

• Excellent written and verbal communication skills.

• Preferred: experience in BPO or multi-site QA positions.

• Preferred: Six Sigma Green Belt or a similar structured problem-solving background.

• Preferred: experience in QA-to-NPS or QA-to-CSAT correlation analysis and AQS or similar metrics.

• Preferred: knowledge of cross-functional quality improvement programs.

🏝️ Benefits

• Eligibility for bonuses.

• Equity eligibility.

• Comprehensive benefits package.

• Employee Travel Credits.

• Reasonable accommodations during the recruitment process for candidates with disabilities.