Senior Global Quality Operations Lead

Lead global quality operations remotely from Canada, applying data analysis and governance across customer support partners worldwide. Guide standards for more than 5,000 English-speaking agents.This Senior Lead Quality position oversees quality strategy execution across multiple service lines and BPO partners. You will manage QA programs, calibration, scorecards, reporting, and partner accountability. The work connects Quality with Training, Delivery, and cross-functional stakeholders to improve customer experiences and operational processes.Key Responsibilities:
Execute the Global English quality program across service linesOversee standards across global BPO partner sitesMaintain weekly reporting and evaluation target achievementLead calibration, governance meetings, and business reviewsMentor Partner Quality Leads and address performance gapsRequirements:
At least 8 years in customer support quality or related fieldsBachelor's degree in a relevant disciplineExperience managing BPO accountability and QA scorecardsWorking knowledge of COPC methodology and quality governanceStrong analytical, communication, leadership, and organizational skillsApply global quality governance, analytics, calibration, and mentoring expertise across a distributed English customer support network.
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