Senior Lead Quality, Global English

🔥 11 hours ago

🇮🇪 Ireland – Remote

💵 €80k - €100k / year

⏰ Full Time

🟠 Senior

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📋 Description

• Own day-to-day execution of the Global English quality program across all Volume Tier service lines and partner sites • Ensure weekly QA evaluation targets, evaluation completeness, calibration accuracy, and coaching activity across the portfolio • Maintain weekly QA performance reporting for partner QA teams and Partner Operations Managers • Hold partner QA teams accountable to Performance Scorecard results • Maintain weekly alignment cadences and monthly business review actions with Partner Quality teams • Escalate partner performance gaps and establish documented action plans • Manage new-site onboarding and calibration to Global English quality standards • Conduct calibration sessions across partner sites and drive QA alignment across Quality and Delivery teams • Oversee NPS detractor analysis and address dissatisfaction drivers with Delivery, Training, and other stakeholders • Correlate quality results with operational outcomes and KPIs • Integrate quality insights into weekly partner performance narratives and explain root causes • Partner with the GE Training team on initiatives such as Training Flight Simulator and AirReady • Represent Global English Quality in cross-functional working groups • Surface systemic policy, workflow, and product issues from evaluations • Own Global English contributions to the global Quality reporting framework, including weekly KPI data by site and language • Verify the substance and accuracy of partner KPI narratives • Maintain the quality calendar of weekly reviews, monthly calibrations, monthly business reviews, and quarterly partner capability assessments • Mentor Partner Quality Leads and direct team focus, remove blockers, and maintain consistent quality standards

🎯 Requirements

• 8+ years of experience in Community/Customer Support Quality, Operations, or a related field • Direct experience managing QA programs across BPO or partner networks • Bachelor's Degree, preferably in related field required • Experience driving partner BPO accountability, including calibration sessions, partner QA scorecards, improvement plans, and performance standards governance • Working knowledge of COPC methodology, including evaluation standards, sampling requirements, and calibration governance • Strong analytical skills and ability to diagnose root causes in QA performance data • Experience with QA tooling platforms such as Observe.AI, NICE QC, or equivalent, including form design, calibration management, and partner site onboarding • Excellent written and verbal communication • Preferred: experience in BPO or multi-site QA roles • Preferred: Six Sigma Green Belt or equivalent structured problem-solving background • Preferred: experience with QA-to-NPS or QA-to-CSAT correlation analysis and AQS or equivalent metrics • Preferred: familiarity with cross-functional quality improvement programs

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Benefits • Employee Travel Credits • Reasonable accommodations throughout the recruitment process for applicants with disabilities

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