Global QA Director

About the role

The Global QA Director partners directly with the Director of Operational Shared Services to lead the Quality Department, ensuring high performance and efficiency across all agents. This senior role oversees weekly evaluations, quality form updates, and calibration sessions to maintain consistent standards.

Key responsibilities

• Develop Quality Analysts in form submissions, call synopsis, and recommendations.
• Identify, report, and resolve quality breaches.
• Assign agent certification calls and manage weekly/monthly quality results per campaign.
• Host calibration sessions with Quality Analysts and Operations teams.
• Maintain and update quality forms in ClearView or designated systems.
• Refresh quality guidelines according to business needs.
• Provide quality feedback evaluations and comparative analyses.
• Assign agents for evaluation and resolve disputes.
• Participate in client meetings and present quality results.

Required profile

• Strong writing and active listening abilities.
• Experience managing and developing teams.
• Public speaking and motivational skills.
• Numerical and analytical aptitude.
• Ability to thrive in high‑stress, fast‑paced environments.
• Professional work behavior and exemplary character.
• Minimum 1 year of experience in Quality Analytics.

Required skills

• Microsoft Office Suite
• ClearView
• Call Listening System (per campaign)