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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in managing large-scale, multilingual quality assurance programs and leading global teams. Proficient in quality methodologies and tools, with a strong focus on performance improvement and stakeholder engagement.
Highest-signal resume keywords
Quality Assurance ManagementCOPC CertificationSix Sigma Green Belt or Black BeltAI-Enabled Quality Assurance ToolsProgram Management
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 MethodologiesRoot Cause AnalysisPerformance Improvement TrackingAutomated KPI ReportingQuality TransformationCalibration ManagementForm DesignQuality Assurance AssessmentsVendor Partner GovernanceChange Management
Soft Skills
Stakeholder EngagementTeam LeadershipInfluencing Senior StakeholdersUnified Team CultureCross-Functional Collaboration
Tools & Technologies
Observe.AIQuality Assurance Tool PlatformsAI-Assisted Quality Tools
Certifications & Qualifications
COPC CertificationSix Sigma Green BeltSix Sigma Black Belt
Industry Keywords
Multilingual Quality AssuranceCall Center OperationsBPO Governance Models24/7 Support EnvironmentQuality Assurance Frameworks
About the role
Key responsibilities & impact- Own and execute the quality strategy for the volume tiers.
- Consolidate the Global English and Rest of World program quality assurance frameworks into a unified operating model.
- Present volume-tier quality in business review meetings and cross-functional planning forums.
- Oversee the execution of quality assurance assessments across all partner sites worldwide.
- Lead root cause analyses and translate findings into product, process, and policy recommendations.
- Formalize auditor audits and define controls, thresholds, analyses, and remediation processes.
- Establish tracking mechanisms to measure performance improvement.
- Build automated key performance indicator (KPI) reporting across all sites, tiers, and languages.
- Unify detractor analysis and highlight global trends.
- Develop a partner quality assurance performance scorecard.
- Lead the deployment of AutoQA through Observe.AI and collaborate with the platform team.
- Develop and manage an accountability framework for AI-assisted quality tools and processes.
- Lead a global team of partner quality managers and quality data analysts.
- Foster a unified team culture and hold the team accountable for quality outcomes and stakeholder engagement.
- Serve as the internal quality spokesperson for the volume-tier portfolio.
Requirements
What you’ll need- At least 12 years of experience in customer or community support, quality assurance, or call center operations, with direct responsibility for large-scale, multilingual quality assurance programs.
- At least 5 years of experience managing globally distributed quality assurance teams across multiple languages, regions, and partner organizations in a 24/7 support environment.
- Bachelor’s degree or equivalent experience, ideally in a related field.
- Experience with quality assurance tool platforms, including hands-on expertise in form design, calibration management, and automated quality assurance deployment.
- Deep expertise in quality methodologies, including COPC, AQS, Six Sigma, and Lean.
- Demonstrated track record of leading quality transformation, consolidating fragmented programs, achieving measurable improvements in customer recommendation or customer satisfaction scores, and quality assurance calibration.
- Experience deploying or scaling AI- or machine-learning-enabled quality assurance tools.
- Ability to influence senior stakeholders, present a unified quality narrative in executive forums, and drive alignment.
- Experience managing vendor partner governance.
- COPC certification; Six Sigma Green Belt or Black Belt preferred.
- Experience with Observe.AI preferred.
- Experience in program management, change management, or organizational design preferred.
- Experience with large-scale BPO/vendor governance models preferred.
- The successful candidate must be based in Canada.
Benefits
Comp & perks- Bonus eligibility
- Equity eligibility
- Benefits
- Employee Travel Credits
- Reasonable accommodations throughout the recruitment process for applicants with disabilities
- Flexible and inclusive application and interview process accommodations