Senior Lead Quality, Global English

Accountabilities:

Lead the day-to-day execution of the Global English quality program across multiple service lines, including Resolutions 1, 2, and 3, Dedicated Service Support, Services and Experiences, Dedicated Managed Host Support, and Review Integrity.
Oversee quality operations across multiple global BPO partner sites, ensuring consistent standards and performance across a network of more than 5,000 English-speaking agents.
Ensure weekly quality assurance (QA) evaluation targets are achieved across all partner sites and service lines, monitoring evaluation completeness, calibration accuracy, and coaching effectiveness.
Maintain a consistent weekly quality reporting process, providing partner QA teams and operational managers with accurate, timely, and actionable performance insights.
Hold partner QA teams accountable to established performance scorecards, including agent evaluation coverage, evaluation completeness, calibration accuracy, coaching effectiveness, and actionable insights.
Lead regular engagement and governance meetings with partner quality teams, including weekly alignment sessions and monthly business reviews.
Identify and escalate partner performance gaps, develop documented improvement plans, and involve senior leadership when necessary.
Oversee the onboarding of new partner sites, ensuring quality processes, evaluation standards, and calibration practices are properly established before operations scale.
Conduct and facilitate calibration sessions across partner locations, ensuring consistent interpretation and application of quality standards regardless of geography.
Drive alignment between Quality and Delivery teams to maintain consistent performance expectations and operational practices.
Oversee customer satisfaction analysis, particularly Net Promoter Score (NPS) detractor insights, identifying recurring dissatisfaction drivers and coordinating improvement initiatives with Delivery, Training, and other stakeholders.
Analyze relationships between quality performance and operational KPIs, including NPS, reopen rates, Ambassador Quality Score (AQS), 0–60 metrics, and throughput.
Investigate week-over-week performance fluctuations, identify root causes, and communicate findings clearly during weekly partner performance reviews.
Collaborate with Training teams on strategic initiatives, ensuring quality-related training materials and resources align with established hospitality and service standards.
Represent the Global English quality function in cross-functional initiatives, ensuring quality findings inform improvements to processes, policies, workflows, and product experiences.
Identify systemic issues across partner sites, distinguishing broader operational or policy challenges from individual agent coaching opportunities.
Contribute to the global quality reporting framework by ensuring accurate and timely submission of weekly performance data across sites and languages.
Validate the quality and accuracy of partner performance narratives, ensuring reports provide meaningful analysis rather than superficial summaries.
Manage the global quality calendar, including weekly performance reviews, monthly calibration sessions, monthly business reviews, and quarterly partner capability assessments.
Mentor and support Partner Quality Leads, helping them prioritize performance initiatives, overcome operational challenges, and maintain consistent quality standards across the partner network.
Requirements:
At least 8 years of professional experience in Customer Support Quality, Community Support Operations, or a related field, with direct responsibility for managing QA programs across BPO or external partner networks.
Bachelor's degree in a relevant discipline.
Demonstrated experience managing BPO partner accountability, including conducting calibration sessions, overseeing QA scorecards, developing improvement plans, and maintaining performance governance with partner QA leadership.
Working knowledge of COPC methodology, including evaluation standards, sampling requirements, calibration processes, and quality governance within multi-partner operational environments.
Strong analytical capabilities, with the ability to interpret weekly quality performance data, identify root causes behind performance fluctuations, and translate findings into actionable recommendations.
Experience identifying operational factors affecting quality results, including agent tenure, calibration inconsistencies, evaluation form changes, and workflow updates.
Familiarity with quality assurance platforms such as Observe.AI, NICE Quality Central, or equivalent tools, including evaluation form design, calibration management, and partner site onboarding.
Excellent written and verbal communication skills, with the ability to prepare clear performance reports, facilitate productive calibration sessions across time zones, and present findings confidently to senior stakeholders.
Proven leadership and mentoring abilities, with experience guiding quality teams, influencing partner performance, and driving continuous improvement initiatives.
Strong organizational and project management skills, with the ability to coordinate multiple partner relationships, manage competing priorities, and maintain effective operational governance.
Ability to work independently in a complex, fast-paced, and globally distributed environment.
Nice to have:
Previous experience in a BPO or multi-site quality assurance environment, either within a BPO organization or managing several external partners from the client side.
Six Sigma Green Belt certification or equivalent experience in structured problem-solving and continuous improvement methodologies.
Experience collaborating with analytics teams on QA-to-NPS or QA-to-CSAT correlation analysis.
Familiarity with Ambassador Quality Score (AQS) or comparable composite agent performance metrics.
Experience coordinating cross-functional quality improvement programs, such as investigation skills development, coaching initiatives, and improvements to agent communication and messaging.
Experience managing quality contributions to large-scale operational training and process improvement initiatives.
Location requirements:
This is a remote-eligible position open to candidates residing in Canada.
Candidates must live in a province where the hiring organization has an established legal entity. Currently eligible provinces include Ontario, British Columbia, Quebec, Alberta, and Saskatchewan.
Occasional attendance at office locations or company offsites may be required, in agreement with the manager.
Geographic eligibility may evolve over time and should be confirmed during the recruitment process.
Benefits:
Competitive annual base salary ranging from CAD 102,000 to CAD 128,000, depending on experience, transferable skills, qualifications, and business requirements.
Potential eligibility for additional compensation, including performance bonuses and equity awards.
Comprehensive employee benefits package.
Employee travel credits, providing opportunities to enjoy travel-related perks.
Remote working flexibility within eligible Canadian provinces.
Opportunities to collaborate with global teams and international service partners.
Exposure to large-scale customer experience operations and global quality management initiatives.
Opportunities to develop leadership capabilities through mentoring, strategic collaboration, and ownership of quality programs.
Inclusive and diverse working environment that values different perspectives, backgrounds, and experiences.
Reasonable accommodations throughout the recruitment and interview process for candidates with disabilities.