Description
We are seeking a Global English Quality Lead to oversee the quality program for our Global English (GE) customer support operations. The successful candidate will be responsible for ensuring that our quality program is executed consistently across multiple partners and sites, and that our quality standards are met.
Job Summary: As a Global English Quality Lead, you will play a key role in leading the quality program for our GE customer support operations. You will work closely with our partner teams to ensure that they are meeting our quality standards, and provide coaching and guidance to help them improve.
Responsibilities:
- Execute the GE quality program across multiple partners and sites
- Ensure that weekly evaluation targets are met and provide coaching to partners as needed
- Maintain accurate and up-to-date reporting on quality metrics
- Hold partners accountable for their quality performance and provide feedback
- Collaborate with cross-functional teams to identify areas for improvement
- Analyze data to identify trends and opportunities for improvement
Requirements:
- 8+ years of experience in quality, operations, or a related field
- Bachelor's degree in a related field
- Experience managing quality programs in a business process outsourcing (BPO) environment
- Knowledge of COPC methodology and quality evaluation standards
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
Nice to Have:
- Experience in a BPO environment or multi-site setting
- Certification in Six Sigma or equivalent
- Experience with analytics and correlation analysis
- Knowledge of interfunctional quality improvement programs