Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Job Summary
- The Global Senior Quality Manager is a strategic leader responsible for designing, deploying, and governing the end-to-end Quality Management System across all global delivery sites. Reporting directly to global operations leadership, this role will bridge the gap between localized execution and global operational excellence. The ideal candidate will standardize transaction monitoring frameworks, align regional quality teams, drive continuous improvement initiatives globally, and serve as the primary quality liaison for high-value global clients.
Key Responsibilities:
1. Global Strategy & Governance
- Global QMS Standardization: Design, implement, and maintain a unified, scalable Quality Management System (QMS) and compliance framework across all global delivery regions, ensuring adherence to COPC and internal standards.
- Unified Quality Frameworks: Establish global transaction and task monitoring methodologies, including standardized sampling strategies, frequency models, and statistically sound sample sizes.
- Global Calibration & Alignment: Lead high-level global calibration frameworks and cross-regional touchpoints to eliminate variance, drive consistency, and maintain alignment among global stakeholders, Quality Analysts, and Communication Trainers.
- Risk & Compliance Control: Establish and enforce a stringent global review mechanism and robust governance model to guarantee absolute operational compliance and zero-tolerance process adherence.
2. Client Partnership & Executive Stakeholder Management
- Global Client Liaison: Act as the primary strategic partner for global client quality interactions, translating complex client requirements into actionable operational quality plans.
- High-Value Escalation Management: Analyze macro-level end-user and client complaints globally. Conduct deep-dive root cause analyses (RCA) and implement systemic preventative measures.
- Cross-Functional Collaboration: Partner closely with Training, Operations, and Business Unit Leaders to review the effectiveness of Performance Improvement Plans (PIPs/MIPs) and ensure feedback mechanisms are driving real behavioral change.
3. Advanced Analytics & Continuous Improvement
- Predictive Business Intelligence: Oversee global performance monitoring by synthesizing complex historical data into forward-looking statistical reports, control charts, and trend analyses.
- Global Continuous Improvement (CI): Champion a culture of operational excellence. Lead large-scale process improvement initiatives to eliminate Non-Value-Add activities, reduce waste, and shift baseline performance to target benchmarks.
4. Global People Leadership & Talent Development
- Cross-Regional Team Development: Lead, mentor, and build competencies within a culturally diverse, globally distributed Quality team, establishing clear succession pathways.
- Employee Engagement & Culture: Deploy modern employee engagement models to maintain high employee satisfaction and foster a high-performance, collaborative team culture.
Who we are looking for:
- 8+ years of progressive Quality Management experience, with at least 2+ years managing quality operations at a regional or global scale within a multi-site BPO, shared services, or global operations environment.
- Four-year college degree or any equivalent.
- College Undergraduate can be considered but with directly related work experience.
- COPC Implementation Leader certification/ Lean Six Sigma certification is a plus
- Expertise in statistical analysis, quality tools (Pareto, Ishikawa, Control Charts), and process mapping.
- Exceptional executive-level communication and relationship-building skills, with the ability to influence cross-functional, multicultural stakeholders.
- Strong familiarity with modern digital quality monitoring and speech analytics tools.
