Partners Quality Lead, Customer Support

ct regular audits, data analysis, and performance reviews to assess and enhance the quality of customer support operations globally.

• Collaborate with regional teams to ensure that quality processes are followed consistently and effectively across different regions.
• Lead calibration sessions to align the global team on quality scoring rubrics and standard operating procedures (SOPs).
• Coach and mentor regional Quality Specialists, helping them improve their skills, performance, and adherence to quality standards.
• Act as a key point of contact for quality-related queries from both internal and external stakeholders, offering guidance and support.
• Develop, refine, and standardize global quality assurance processes and procedures to enhance operational efficiency and effectiveness.
• Track and report on regional and global quality performance, providing actionable insights to senior leadership.
• Drive initiatives to continuously improve user experience, identifying trends and implementing improvements to customer support processes.
• Support the Global Quality Lead in strategic planning, reporting, and execution of global quality improvement initiatives.

Qualifications

Minimum Qualifications

• 5 years of experience in quality assurance, customer support, or related fields, with proven expertise in managing quality operations at a global or regional level.
• Strong leadership and team management skills, with the ability to lead a diverse team of specialists across multiple regions.
• Exceptional analytical skills with the ability to interpret performance data, identify trends, and drive process improvements.
• Excellent organizational and time-management skills, with the ability to manage multiple priorities and stakeholders.
• Proficiency with CRM software, data analysis tools, and quality management systems.
• Excellent written and verbal communication skills in English.

Preferred Qualifications

• Experience in leading global teams and working cross-functionally to implement quality initiatives.
• Strong understanding of quality assurance methodologies and industry best practices.
• Ability to work independently and make data-driven decisions to improve customer support operations.