Global Quality Assurance Director

Role Overview

We are seeking a Global Director of Quality to transform our quality function into a fully integrated, performance-driven organization. This leader will connect Training, Quality, and Operations into a seamless, full-circle model—leveraging CallMiner, AI analytics, and coaching frameworks to drive measurable business outcomes. This role is critical in evolving Quality from a traditional scoring function into a strategic, operational partner that enhances customer experience, agent performance, and client value at scale. This is a high-impact leadership role with the opportunity to redefine how Quality drives value across the organization. You will play a key role in shaping a modern, tech-enabled, coaching-driven quality function that directly influences client success and operational performance.

Key Responsibilities

Lead the end-to-end transformation of Quality into an operationally aligned, performance-driving function
Build a full-circle ecosystem connecting Training, Quality, and Operations for continuous improvement
Lead and develop a team of QA Managers and Leads, with direct ownership of their growth and indirect development of QA coaches
Leverage CallMiner and AI-driven analytics to uncover trends, root causes, and actionable insights across large data sets
Drive the shift from QA scoring → coaching model, developing certified coaches who support real-time performance improvement
Establish and enforce global quality standards, governance, and operating rhythms across NA, LATAM, Canada, and APAC
Partner closely with Operations, Training, and Client Success leaders to improve KPIs (CSAT, AHT, quality, conversion, attrition)
Act as a client-facing leader, confidently presenting insights, strategies, and performance outcomes
Build scalable frameworks for calibration, feedback loops, and continuous learning across all programs

What We’re Looking For

4+ years of experience in BPO and Quality

Proven leadership experience across Quality, Training, and/or Operations

Experience working across multiple regions or global teams preferred

Strong analytical mindset with the ability to translate data into action

Excellent stakeholder management and communication skills

Full-circle performance leader – connects Training, Quality, and Operations into one continuous loop

Data & AI driven – leverages CallMiner/analytics to drive insights, trends, and action at scale

Coaching transformation leader – shifts QA from scorers to certified coaches that drive performance

Global alignment driver – standardizes across regions while connecting teams and driving consistency

Client-facing communicator – strong executive presence with clear, confident written and verbal communication

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.