Job DescriptionThe
QCC Group Leader is the ultimate custodian of quality standard operating procedures and educational excellence (OEM) 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.
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.
