This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Lead Quality, Global English based in Canada.

As Senior Lead Quality, you will oversee the quality operations of a large-scale global customer support network, spanning multiple service lines and business process outsourcing (BPO) partners. You will lead quality strategy execution across more than 5,000 English-speaking support agents worldwide, ensuring consistent standards, accountability, and operational excellence. Working closely with partner quality teams and senior operational stakeholders, you will drive performance improvements through data analysis, calibration, and structured governance. You will mentor Partner Quality Leads, identify emerging performance gaps, and ensure quality insights translate into measurable business outcomes. The role also involves collaborating with Training, Delivery, and cross-functional teams to improve customer experiences and operational processes. This is an opportunity to influence global service quality within a dynamic, multicultural, and remotely distributed setting.

Accountabilities:

- Lead the day-to-day execution of the Global English quality program across multiple service lines, including Resolutions 1, 2, and 3, Dedicated Service Support, Services and Experiences, Dedicated Managed Host Support, and Review Integrity.
- Oversee quality operations across multiple global BPO partner sites, ensuring consistent standards and performance across a network of more than 5,000 English-speaking agents.
- Ensure weekly quality assurance (QA) evaluation targets are achieved across all partner sites and service lines, monitoring evaluation completeness, calibration accuracy,



and coaching effectiveness.
- Maintain a consistent weekly quality reporting process, providing partner QA teams and operational managers with accurate, timely, and actionable performance insights.
- Hold partner QA teams accountable to established performance scorecards, including agent evaluation coverage, evaluation completeness, calibration accuracy, coaching effectiveness, and actionable insights.
- Lead regular engagement and governance meetings with partner quality teams, including weekly alignment sessions and monthly business reviews.
- Identify and elevate partner performance gaps, develop documented improvement plans, and involve senior leadership when necessary.
- Oversee the onboarding of new partner sites, ensuring quality processes, evaluation standards, and calibration practices are properly established before operations scale.
- Conduct and facilitate calibration sessions across partner locations, ensuring consistent interpretation and application of quality standards regardless of geography.
- Drive alignment between Quality and Delivery teams to maintain consistent performance expectations and operational practices.
- Oversee customer satisfaction analysis, particularly Net Promoter Score (NPS) detractor insights, identifying recurring dissatisfaction drivers and coordinating improvement initiatives with Delivery, Training,



and other stakeholders.
- Analyze relationships between quality performance and operational KPIs, including NPS, reopen rates, Ambassador Quality Score (AQS), 0–60 metrics, and throughput.
- Investigate week-over-week performance fluctuations, identify root causes, and communicate findings clearly during weekly partner performance reviews.
- Collaborate with Training teams on strategic initiatives, ensuring quality-related training materials and resources align with established hospitality and service standards.
- Represent the Global English quality function in cross-functional initiatives, ensuring quality findings inform improvements to processes, policies, workflows, and product experiences.
- Identify systemic issues across partner sites, distinguishing broader operational or policy challenges from individual agent coaching opportunities.
- Contribute to the global quality reporting framework by ensuring accurate and timely submission of weekly performance data across sites and languages.
- Validate the quality and accuracy of partner performance narratives, ensuring reports provide meaningful analysis rather than superficial summaries.
- Manage the global quality calendar, including weekly performance reviews, monthly calibration sessions, monthly business reviews, and quarterly partner capability assessments.
- Mentor and support Partner Quality Leads, helping them prioritize performance initiatives, overcome operational challenges, and maintain consistent quality standards across the partner network.

Requirements:

- At least 8 years of professional experience in Customer Support Quality, Community Support Operations, or a

📌 Senior Lead Quality, Global English (Montreal)
🏢 Jobgether
📍 Montreal