Global International Quality Lead

Job description

Job responsibilities

• Drive Global Quality Strategy & Frameworks: Architect, launch, and govern an enterprise-grade global quality framework and scoring standard across all international regions, vendor tiers, and outsourced BPO partners to…
• End-to-End Process Architecture & Standardization: Design and maintain a standardized global library of Standard Operating Procedures (SOPs), process maps, and operational policies, bridging gaps between…
• Continuous Improvement & Root-Cause Retrospectives: Analyze complex operational data, conduct deep-dive process audits, and lead root-cause retrospectives to systematically resolve process breakdowns, policy ambiguity,…
• BPO Quality Leadership & Calibration: Oversee vendor quality triage and calibration across BPO partners, hosting regular Quality Business Reviews (QBRs) to tie quality performance directly to SLAs and continuous…
• Cross-Functional Change Governance: Partner with Product, Engineering, Safety, Legal, and Local Market Ops to proactively manage upstream and downstream dependencies, negotiate scope/timelines, and lead change control…
• Quality Analytics & Leadership Reporting: Define key operational metrics (CSAT, CES, contact rates, resolution accuracy), develop analytics dashboards, and report strategic quality insights to senior leadership.

Job requirements

• 10+ years of experience in program management, process engineering, or quality leadership within complex operational environments (e.g., autonomous vehicles, logistics, commercial aviation, tech operations, or…
• Proven Senior program leadership with a track record of navigating ambiguity to structure, launch, and scale strategic initiatives that span multiple cross-functional teams and external vendor organizations
• Demonstrated mastery of process design and process mapping software (e.g., Lucidchart, Miro, Visio), including building SOP architectures from scratch
• Data-driven analytical expertise, with strong skills in extracting insights from complex operational metrics (CSAT, CES, contact rates, audit scores) to drive business decisions
• Experience in BPO / vendor management, specifically establishing quality calibration, auditing vendor triage, and managing global operational standards
• Bachelor's degree in Business, Operations, Industrial Engineering, or a related field (or 4+ years of equivalent practical experience)