Senior Manager, Quality, Volume Tiers

• Own and execute the Volume Tier quality strategy aligned to critical priorities including breaking silos, stakeholder alignment, a clear operating model, and measurable impact
• Consolidate fragmented QA frameworks across Global English and Rest of World into a unified operating model
• Represent Volume Tier quality in WBRs, MBRs, QBRs, and cross-functional planning forums
• Oversee QA evaluation execution across all Volume Tier partner sites globally
• Lead root cause analysis on systemic failures and translate QA findings into product, process, and policy recommendations
• Formalize and operate Audit the Auditor controls
• Ensure every evaluation closes with a documented coaching action and measure performance improvement
• Establish automated KPI reporting across all Volume Tier sites, tiers, and languages
• Unify NPS detractor analysis across Global English and Rest of World
• Build and govern a Partner QA Performance Scorecard
• Lead deployment of AutoQA via Observe.AI across Volume Tiers
• Build and govern accountability frameworks for AI-assisted quality tools and processes
• Lead a globally distributed team of Partner Quality Leads and Quality Insights Analysts
• Foster a One-Quality-Team culture through shared practices, cross-regional learning, and knowledge sharing
• Set expectations and hold the team accountable for output quality, insight delivery, and stakeholder engagement
• Partner with peers to ensure one consistent quality voice across the portfolio

• 12+ years of experience in Customer/Community Support, Quality Assurance, or Contact Center Operations, with direct accountability for large-scale, multilingual QA programs
• 5+ years managing globally distributed QA teams across multiple languages, regions, and partner organizations in a 24/7 support environment
• Bachelor's Degree or equivalent experience, preferably in related field
• Experience with QA tooling platforms, including hands-on ownership of form design, calibration management, and AutoQA deployment
• Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean)
• Proven ability to apply quality methodologies to high-volume, complex support environments
• Demonstrated track record of leading quality transformation, consolidating fragmented programs, driving measurable improvement in NPS/CSAT, and QA calibrations
• Experience deploying or scaling AI/ML assisted QA tools (AutoQA, predictive NPS/CSAT)
• Strong executive presence and ability to influence senior stakeholders, present a unified quality narrative in leadership forums, and drive alignment across stakeholders
• Experience managing vendor partner governance, including calibration oversight, performance improvement plans, and escalation frameworks
• Preferred: COPC certification; Six Sigma Green or Black Belt
• Preferred: Experience with Observe.AI
• Preferred: Background in program management, change management, or organizational design within a high-growth tech environment
• Preferred: Experience working in or closely with BPO/vendor governance models at scale (1,000+ partner FTEs across multiple sites and geographies)

• Bonus eligibility
• Equity eligibility
• Benefits
• Employee Travel Credits
• Reasonable accommodations throughout the recruitment process for applicants with disabilities