Global Quality Assurance Leader (Contact Center)
Job Description
<p>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. <strong>This position is fully onsite at our Fort Lauderdale, FL location.</strong></p>
<ul><li><p><strong>Experience:</strong> 5+ years of Quality Assurance & Training leadership experience within a multi-site, multi-lingual call center environment.</p></li><li><strong>Systems:</strong> Deep familiarity with Quality Assurance platforms (experience with <strong>2Mares</strong> or migrating to modern platforms like Playvox/Scorebuddy is highly valued) and Learning Management Systems (LMS).</li><li><strong>Language:</strong> Native-level or fluent professional English (written and verbal).</li><li><strong>The "Analytical Educator":</strong> Highly structured, pedagogical, and detail oriented. Able to translate complex data into simple, actionable training plans.</li><li><strong>Cross-Cultural Collaborator:</strong> Skilled at managing relationships and aligning standards across diverse, international teams in all delivery sites.</li><li><strong>Proactive Problem Solver:</strong> Able to diagnose root causes of low CSAT or high escalation rates and rapidly deploy curriculum updates to address them.</li><li><p><strong>Key Performance Indicators (KPIs)</strong></p></li><li><strong>Calibration Alignment Rate:</strong> Maintain a QA scoring variance at target levels across all sites during monthly calibration audits.</li><li><strong>Curriculum Update Velocity:</strong> Rapid deployment of training modifications following a process or system change.</li><li><strong>New Hire Time-to-Baseline:</strong> Achieve target threshold of new hires reaching operational QA performance baselines within the post-training nesting window.</li></ul>
<ul><li><strong>Global Curriculum & Training Governance:</strong> Own and design the end-to-end global training curriculum, onboarding pathways, and continuous education materials. Identify global and local training needs.</li><li><strong>Monthly Calibration Ownership:</strong> Run and govern monthly quality calibration sessions involving local site QA leads and Team Leaders across all delivery sites to maintain absolute evaluation alignment.</li><li><strong>QA Tooling Migration Support:</strong> Lead the QCC team in utilizing the current QA platform (<strong>2Mares</strong>) while actively spearheading the evaluation, setup, and deployment of a new, modernized QA evaluation tool.</li><li><strong>Performance Diagnostics & Insights:</strong> Analyze data trends from Quality Checks, CSAT/NPS, escalated customer cases, and agent knowledge tests to pinpoint performance gaps.</li><li><strong>Actionable Hand-offs to Local Operations:</strong> 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.</li></ul>