Global Quality Assurance Leader (Contact Center)

The Leader is the ultimate custodian of quality standard operating procedures and educational excellence across all delivery sites. This role does not directly manage front-line customer service agents but governs the global training and evaluation framework. The primary objective is to harmonize quality standards and ensure that agents in all operational sites deliver a seamless uniform brand experience for the BMW brand.

Qualifications :

• Experience: 5 years of Quality Assurance & Training leadership experience within a multi-site multi-lingual call center environment.

• Systems: Deep familiarity with Quality Assurance platforms (experience with 2Mares or migrating to modern platforms like Playvox/Scorebuddy is highly valued) and Learning Management Systems (LMS).
• Language: Native-level or fluent professional English (written and verbal).
• The Analytical Educator: Highly structured pedagogical and detail oriented. Able to translate complex data into simple actionable training plans.
• Cross-Cultural Collaborator: Skilled at managing relationships and aligning standards across diverse international teams in all delivery sites.
• Proactive Problem Solver: Able to diagnose root causes of low CSAT or high escalation rates and rapidly deploy curriculum updates to address them.

• Key Performance Indicators (KPIs)

• Calibration Alignment Rate: Maintain a QA scoring variance at target levels across all sites during monthly calibration audits.
• Curriculum Update Velocity: Rapid deployment of training modifications following a process or system change.
• New Hire Time-to-Baseline: Achieve target threshold of new hires reaching operational QA performance baselines within the post-training nesting window.

Additional Information :

• Global Curriculum & Training Governance: Own and design the end-to-end global training curriculum onboarding pathways and continuous education materials. Identify global and local training needs.
• Monthly Calibration Ownership: Run and govern monthly quality calibration sessions involving local site QA leads and Team Leaders across all delivery sites to maintain absolute evaluation alignment.
• QA Tooling Migration Support: Lead the QCC team in utilizing the current QA platform (2Mares) while actively spearheading the evaluation setup and deployment of a new modernized QA evaluation tool.
• Performance Diagnostics & Insights: Analyze data trends from Quality Checks CSAT/NPS escalated customer cases and agent knowledge tests to pinpoint performance gaps.
• Actionable Hand-offs to Local Operations: Package QA findings and deliver structured recommendations to local delivery site managers. Ensure local Team Leaders are equipped with the exact insights needed to coach agents effectively.

Remote Work :

No

Employment Type :

Full-time