Director, Global Quality

About the role

We are seeking a seasoned quality leader to shape and execute our global quality strategy. The Director, Global Quality will oversee Quality Assurance, Quality Control, Quality Insights, and Quality Improvement initiatives, driving operational excellence and measurable business impact.

Key responsibilities

• Develop and implement a global quality strategy, operating model, and governance framework.
• Partner with executive leadership, Service Delivery, Client Services, Workforce Management, Training, and Technology teams to align quality initiatives with business goals.
• Establish and maintain quality governance processes, reporting cadences, audit readiness standards, and accountability mechanisms.
• Lead quality governance forums, calibration reviews, business reviews, and performance discussions.
• Oversee QA and QC programs, ensuring consistent application of standards, scorecards, calibration practices, and audit methodologies.
• Collaborate with Operations and Training to translate quality findings into coaching and performance improvement plans.
• Drive initiatives that reduce defects, minimize rework, and improve first‑pass quality.
• Monitor quality‑related risks and ensure timely corrective actions.

Required profile

• Proven experience leading quality strategy and governance at a senior level.
• Strong ability to influence cross‑functional stakeholders and drive cultural change.
• Excellent analytical mindset with experience leveraging data, analytics, and automation for continuous improvement.
• Comfortable working US business hours and a hybrid work setup in the Philippines.

Required skills

What we offer

• Hybrid work arrangement with at least one onsite week per month.
• Company‑provided equipment.
• Opportunity to lead global quality initiatives and make a tangible business impact.