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 lines Oversee standards across global BPO partner sites Maintain weekly reporting and evaluation target achievement Lead calibration, governance meetings, and business reviews Mentor Partner Quality Leads and address performance gaps Requirements:
At least 8 years in customer support quality or related fields Bachelor's degree in a relevant discipline Experience managing BPO accountability and QA scorecards Working knowledge of COPC methodology and quality governance Strong analytical, communication, leadership, and organizational skills Apply global quality governance, analytics, calibration, and mentoring expertise across a distributed English customer support network.
#J-18808-Ljbffr
Senior Global Quality Operations Lead in Winnipeg employer: Jobgether
EverPro is an exceptional employer that prioritizes employee growth and well-being, offering a fully remote work environment within Canada, with the added flexibility of using the Toronto office. Our culture fosters collaboration and innovation, providing competitive compensation and comprehensive wellness benefits, making it an ideal place for talented engineers to thrive and contribute to the success of our widely used invoicing platform.
