Quality Assurance Director

We are looking for an experienced Quality Assurance Director to lead quality operations across multiple BPO locations supporting 200+ Quality Analysts. The role will be responsible for ensuring consistent quality standards, improving customer experience, and driving performance across all sites.

Key Responsibilities

Lead and manage Quality Assurance teams across multiple locations. Develop and implement QA strategies, standards, and processes. Ensure consistent quality performance across all sites and programs. Monitor key quality metrics such as QA scores, CSAT, NPS, FCR, and compliance. Identify performance gaps and lead root cause analysis and improvement plans. Partner with Operations, Training, Workforce Management, and other teams to improve performance. Manage client quality requirements and participate in business reviews. Prepare and present quality reports, trends, and action plans to senior leadership and clients. Ensure compliance with client requirements, company policies, and quality standards. Coach and develop QA Managers, Leads, and Analysts. Drive a culture of continuous improvement and customer focus. Requirements10+ years of experience in Quality Assurance, preferably in the BPO/contact center industry. Proven experience managing multiple locations/sites in PH and global. Experience supporting or managing operations with 200+ Quality Analysts. Must have handled a large Retail or e-commerce brand. Strong knowledge of BPO quality processes, metrics, and customer experience. Experience managing QA leaders and large teams. Strong client and stakeholder management skills. Excellent analytical, communication, and presentation skills. Experience with Root Cause Analysis and Continuous Improvement. Bachelor's degree or equivalent experience. Preferred

Six Sigma, COPC, Lean, or other Quality/Process Improvement certification. Experience managing multiple clients or programs. Experience with QA and reporting tools.