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
- Solid analytical, communication, leadership, and organizational skills Apply global quality governance, analytics, calibration, and mentoring expertise across a distributed English customer support network.

📌 Senior Global Quality Operations Lead (Canada)
🏢 Jobgether
📍 Canada