Quality Competence Center Group Leader

Quality Competence Center Group Leader

The 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.

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 2

Mares or migrating to modern platforms like Playvox/Score buddy 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.

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 (2

Mares) 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.