Global Quality Assurance Leader (Contact Center)

About the Role

This role serves as the ultimate custodian of quality standard operating procedures and educational excellence across all delivery sites. The Leader governs the global training and evaluation framework to harmonize quality standards and ensure 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.

Responsibilities

• Own and design the end-to-end global training curriculum, onboarding pathways, and continuous education materials.
• Identify global and local training needs.
• Run and govern monthly quality calibration sessions involving local site QA leads and Team Leaders across all delivery sites to maintain absolute evaluation alignment.
• 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.
• Analyze data trends from Quality Checks, CSAT/NPS, escalated customer cases, and agent knowledge tests to pinpoint performance gaps.
• Package QA findings and deliver structured recommendations to local delivery site managers to ensure local Team Leaders are equipped with insights needed to coach agents effectively.

Key Performance Indicators (KPIs)

• Calibration Alignment Rate: Maintain 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.

Qualifications

• 5+ years of Quality Assurance & Training leadership experience within a multi-site, multi-lingual call center environment.
• 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).
• Native-level or fluent professional English (written and verbal).

Skills

• 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.