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Tier-1 brand, remote role, and mid-level generalist title increase applicant competition.
Strong BPO quality governance focus reduces transferability outside contact center and risk operations.
Explicit 6+ years and domain-specific BPO quality management requirements tighten shortlisting.
Lead a team of 5-7 quality professionals to manage and improve Quality Operations across the Platform Integrity BPO network.
Own quality audit governance, scoring accuracy, inter-rater reliability, and calibration to ensure trusted and consistent Quality scores.
Translate quality data into actionable insights and partner cross-functionally to address systemic quality issues and drive continuous improvement.
6+ years of experience in Quality Assurance or Quality Operations within BPO, contact center, customer support, trust & safety, or similar high-volume service environments.
Experience managing and developing a team of Quality professionals.
Strong knowledge of Quality measurement integrity, sampling methodology, evaluator variance, and calibration processes.
Proficiency with Quality monitoring platforms, CRM/customer-service systems, and BI/reporting tools like NICE, Observe.AI, Tableau, Looker, or equivalents.
Demonstrated capability to improve Quality scores through root-cause analysis and operational interventions rather than only monitoring or reporting.
Experience with vendor governance, SLA/KPI management, corrective action planning, and multi-site BPO operations.
Skilled in stakeholder management with ability to influence teams without direct authority, and in building or redesigning quality scorecards and calibration frameworks.