Global Quality Assurance Leader (Contact Center)

Job description

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. This position is fully onsite at our Fort Lauderdale, FL location. 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.