Quality Assurance Director

Overview

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.

Responsibilities

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.

Qualifications

Requirements

• 10+ 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.