Global Quality Lead

Waymo

. Architect, launch, and govern an enterprise-grade global quality framework and scoring standard across international regions, vendor tiers, and outsourced BPO partners .

Posted 11/10/2026full-timePhoenix • Arizona • United StatesSenior💰 $190,000 - $234,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in program management and quality leadership, with a strong focus on process design, operational metrics, and vendor management. Proficient in developing analytics dashboards and connecting quality performance to strategic objectives.

Highest-signal resume keywords

Program ManagementProcess EngineeringQuality LeadershipData-Driven AnalyticsBPO/Vendor Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process DesignProcess MappingOperational MetricsQuality CalibrationRoot-Cause AnalysisSOP DevelopmentData AnalysisQuality Insights ReportingGlobal Operational StandardsVendor Triage Auditing

Soft Skills

Cross-Functional CollaborationLeadershipAnalytical ThinkingCommunicationProblem-Solving

Tools & Technologies

LucidchartMiroVisioSQLData Visualization PlatformsAI ToolingCRM Workflows

Certifications & Qualifications

Lean Six SigmaPMPMaster's DegreeMBA

Industry Keywords

BPO OperationsQuality FrameworkOperational PoliciesGlobal StandardsCustomer Support

Tech Stack

Tools & technologies

PMPSQL

About the role

Key responsibilities & impact

Architect, launch, and govern an enterprise-grade global quality framework and scoring standard across international regions, vendor tiers, and outsourced BPO partners
Design and maintain a standardized global library of SOPs, process maps, and operational policies
Bridge engineering and safety specifications with field execution
Analyze operational data, conduct process audits, and lead root-cause retrospectives
Oversee vendor quality triage and calibration across BPO partners
Host Quality Business Reviews and connect quality performance to SLAs and improvement roadmaps
Partner with Product, Engineering, Safety, Legal, and Local Market Operations on dependencies and change governance
Define operational metrics, develop analytics dashboards, and report quality insights to senior leadership
Report to the Head of Remote Assistance & Vehicle Dispatch

Requirements

What you’ll need

10+ years of experience in program management, process engineering, or quality leadership within complex operational environments
Senior program leadership experience spanning multiple cross-functional teams and external vendor organizations
Mastery of process design and process mapping software such as Lucidchart, Miro, and Visio
Data-driven analytical expertise using complex operational metrics including CSAT, CES, contact rates, and audit scores
Experience in BPO/vendor management, quality calibration, vendor triage auditing, and global operational standards
Bachelor's degree in Business, Operations, Industrial Engineering, or a related field, or 4+ years of equivalent practical experience
Travel requirement of 20%
Preferred: Master’s degree/MBA or advanced degree
Preferred: Lean Six Sigma or PMP certification
Preferred: SQL/PLX and data visualization platform proficiency
Preferred: Experience scaling global programs across multiple geographies and time zones
Preferred: Experience with LLMs, AI tooling, and advanced CRM workflows
Preferred: Customer Support BPO operations background

Benefits

Comp & perks

Discretionary annual bonus program
Equity incentive plan
Generous Company benefits program, subject to eligibility requirements
Hybrid work schedule