FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in managing Quality Assurance programs across BPO networks, with a strong focus on performance governance, analytical skills, and cross-regional leadership. Proficient in utilizing QA tooling platforms and implementing COPC methodology to drive quality improvements and operational outcomes.
Highest-signal resume keywords
7+ Years Experience In Community/Customer Support Quality3+ Years Direct People Management ExperienceExperience Leading Quality Across Multiple Regions And LanguagesWorking Knowledge Of COPC MethodologyExperience With QA Tooling Platforms
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality Assurance ManagementPerformance GovernanceAnalytical SkillsRoot Cause AnalysisCalibration ManagementPerformance Scorecard ManagementKPI CorrelationCross-Region LeadershipOnboarding ManagementEvaluation Standards
Soft Skills
Excellent Written CommunicationExcellent Verbal Communication
Tools & Technologies
Observe.AINICE QC
Industry Keywords
BPOQA ProgramsPartner NetworksCalibration SessionsPerformance Improvement PlansQuality Partner LeadsNPS AnalysisCross-Functional CollaborationQuality ReportingVolume Tier Service Lines
About the role
Key responsibilities & impact- Own day-to-day execution of the ROW quality program across in-scope Volume Tier service lines and EMEA/CJK partner sites
- Ensure weekly QA evaluation targets, evaluation completeness, calibration accuracy, and coaching activity
- Maintain weekly QA performance reporting for partner QA teams and Partner Operations Managers
- Lead and develop EMEA and CJK Quality Partner Leads
- Hold partner QA teams accountable to Performance Scorecard results
- Maintain weekly alignment cadences and monthly business review actions with Partner Quality teams
- Escalate performance gaps and establish documented action plans
- Manage New Site Onboarding and calibration for new ROW partner sites
- Conduct cross-region and cross-language calibration sessions
- Drive QA alignment across Quality and Delivery teams
- Oversee NPS detractor analysis and identify language- and market-specific dissatisfaction drivers
- Correlate quality results with operational outcomes and KPIs
- Integrate ROW quality insights into weekly partner performance narratives
- Partner with ROW Training on initiatives such as Training Flight Simulator and AirReady
- Represent ROW Quality in cross-functional working groups
- Surface systemic policy, workflow, and product issues from evaluations
- Own ROW contributions to global Quality reporting, including weekly KPI data by site and language
- Ensure partner KPI narratives are accurate and substantive
- Maintain the ROW calendar of weekly, monthly, and quarterly quality touchpoints
Requirements
What you’ll need- 7+ years of experience in Community/Customer Support Quality, Operations, or a related field, with direct experience managing QA programs across BPO or partner networks at meaningful scale (1,000+ agents across multiple sites)
- 3+ years of direct people management experience, specifically managing QA Leads or Quality Partner Leads with partner oversight responsibilities
- Experience leading quality across multiple regions and languages, including managing leaders in different geographies and time zones
- Experience driving partner BPO accountability, including calibration sessions, partner QA scorecards, improvement plans, and performance governance
- Working knowledge of COPC methodology, including evaluation standards, sampling requirements, and calibration governance
- Strong analytical skills and ability to diagnose root causes behind QA score movements and communicate findings
- Experience with QA tooling platforms such as Observe.AI, NICE QC, or equivalent, including form design, calibration management, and partner site onboarding
- Excellent written and verbal communication in English
- Bachelor's degree or equivalent experience
Benefits
Comp & perks- Bonus eligibility
- Equity eligibility
- Benefits
- Employee Travel Credits
- Reasonable accommodations throughout the recruitment process for applicants with disabilities