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. 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.