Global Quality Assurance Leader (Contact Center)

Bosch Group • Fort Lauderdale, FL

2h • Onsite

About The Position

The Leader is the ultimate custodian of quality standard operating procedures and educational excellence 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 for the BMW brand. This position is fully onsite at our Fort Lauderdale, FL location.

Requirements

• 5+ years of Quality Assurance & Training leadership experience within a multi-site, multi-lingual call center environment.
• Deep familiarity with Quality Assurance platforms (experience with 2Mares or migrating to modern platforms like Playvox/Scorebuddy is highly valued) and Learning Management Systems (LMS).
• Native-level or fluent professional English (written and verbal).
• Highly structured, pedagogical, and detail oriented.
• Able to translate complex data into simple, actionable training plans.
• Skilled at managing relationships and aligning standards across diverse, international teams in all delivery sites.
• Able to diagnose root causes of low CSAT or high escalation rates and rapidly deploy curriculum updates to address them.

Nice To Haves

• Experience with migrating to modern platforms like Playvox/Scorebuddy is highly valued.

Responsibilities

• Own and design the end-to-end global training curriculum, onboarding pathways, and continuous education materials.
• Identify global and local training needs.
• Run and govern monthly quality calibration sessions involving local site QA leads and Team Leaders across all delivery sites to maintain absolute evaluation alignment.
• Lead the QCC team in utilizing the current QA platform (2Mares) while actively spearheading the evaluation, setup, and deployment of a new, modernized QA evaluation tool.
• Analyze data trends from Quality Checks, CSAT/NPS, escalated customer cases, and agent knowledge tests to pinpoint performance gaps.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed