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 leading quality assurance strategies and managing globally distributed teams in high-volume, multilingual support environments. Proficient in applying quality methodologies and deploying AI/ML assisted QA tools to drive measurable improvements in customer satisfaction metrics.
Highest-signal resume keywords
Quality Assurance ManagementAI/ML Assisted QA Tools DeploymentQuality Methodologies ExpertiseVendor Partner GovernanceExecutive Stakeholder Engagement
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 AssuranceRoot Cause AnalysisKPI ReportingNPS/CSAT ImprovementQA Calibration ManagementProgram ManagementChange ManagementOrganizational DesignPerformance Improvement PlansMultilingual QA Programs
Soft Skills
Influencing Senior StakeholdersTeam LeadershipCross-Regional CollaborationAccountabilityCommunication
Tools & Technologies
Observe.AIAutoQAQA Tooling Platforms
Certifications & Qualifications
COPC CertificationSix Sigma Green BeltSix Sigma Black Belt
Industry Keywords
Customer SupportContact Center OperationsBPO GovernanceQuality TransformationHigh-Growth Tech Environment
About the role
Key responsibilities & impact- Own and execute the Volume Tier quality strategy across Global English, Rest of World, and Elevated Support
- Consolidate fragmented QA frameworks into a unified operating model
- Represent Volume Tier quality in WBRs, MBRs, QBRs, and cross-functional planning forums
- Oversee QA evaluation execution across all Volume Tier partner sites globally
- Lead root cause analysis on systemic failures and translate findings into product, process, and policy recommendations
- Formalize and govern Audit the Auditor controls
- Ensure evaluations result in documented coaching actions and track performance improvement
- Establish automated KPI reporting across Volume Tier sites, tiers, and languages
- Unify NPS detractor analysis across Global English and Rest of World
- Build and govern a Partner QA Performance Scorecard
- Lead deployment of AutoQA via Observe.AI and partner with the Platform team
- Lead a globally distributed team of Partner Quality Leads and Quality Insights Analysts
- Foster a One-Quality-Team culture and promote cross-regional learning
- Set expectations and hold the team accountable for quality, insight delivery, and stakeholder engagement
- Partner with peers to ensure a consistent quality voice across the portfolio
Requirements
What you’ll need- 12+ years of experience in Customer/Community Support, Quality Assurance, or Contact Center Operations, with direct accountability for large-scale, multilingual QA programs
- 5+ years managing globally distributed QA teams across multiple languages, regions, and partner organizations in a 24/7 support environment
- Bachelor's Degree or equivalent experience, preferably in related field
- Experience with QA tooling platforms, including hands-on ownership of form design, calibration management, and AutoQA deployment
- Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean)
- Proven ability to apply quality methodologies to high-volume, complex support environments
- Demonstrated track record of leading quality transformation, consolidating fragmented programs, driving measurable improvement in NPS/CSAT, and QA calibrations
- Experience deploying or scaling AI/ML assisted QA tools (AutoQA, predictive NPS/CSAT)
- Strong executive presence and ability to influence senior stakeholders, present a unified quality narrative, and drive alignment
- Experience managing vendor partner governance, including calibration oversight, performance improvement plans, and escalation frameworks
- Preferred: COPC certification; Six Sigma Green or Black Belt
- Preferred: Experience with Observe.AI
- Preferred: Background in program management, change management, or organizational design within a high-growth tech environment
- Preferred: Experience working in or closely with BPO/vendor governance models at scale (1,000+ partner FTEs across multiple sites and geographies)
- Must live in Ontario, British Columbia, Quebec, Alberta, or Saskatchewan
Benefits
Comp & perks- Bonus eligibility
- Equity eligibility
- Benefits
- Employee Travel Credits
- Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager
- Reasonable accommodations throughout the recruitment process for applicants with disabilities