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Senior, niche contact-center quality leadership role with specific global experience reduces candidate competition.
Role requires deep contact-center quality expertise and global program leadership, limiting cross-industry transferability.
Explicit 15+ years management requirement and global contact-center experience make shortlisting highly selective.
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Lead and develop the global Quality team to drive overall customer experience improvements across multiple business lines and channels.
Manage quality audit compliance and capture key insights tied to CSAT, FCR, ATA, and error rates to recommend process and technology enhancements.
Collaborate with operations, client services, recruiting, training, and data science teams to build and execute customer experience strategies and initiatives.
Minimum 15 years of management experience across diverse functions including direct reports and cross-functional teams.
At least 5 years of global experience supporting multiple geographies in a contact center environment.
Experience leading quality control or quality improvement teams and driving process changes in contact centers.
Lean Six Sigma certification preferred; excellent spoken and written English communication skills.
Proven ability to lead and scale quality initiatives globally with governance and resource efficiency focus.
Experienced in collaborating with cross-functional teams to produce strategic quality improvements and deliver business results.
Skilled in analyzing complex processes to identify pain points and drive regional or global business enhancements.