Senior Quality Assurance Lead

A company is looking for a Senior Agent Enablement & Vendor Operations Quality Lead.

Key Responsibilities

Own and evolve QA methodologies across the organization and BPO vendors

Partner with BPO QA teams and internal analysts to ensure scoring consistency and transparency

Conduct Root Cause Analysis to identify performance trends and training opportunities

Required Qualifications

3+ years of experience in a BPO or contact center environment

1+ year of experience in a Quality Assurance role

Experience partnering directly with BPO QA teams or managing QA programs

Familiarity with QA tools such as Loris.ai or similar

Data-driven mindset with strong analytical skills and comfort with Excel or dashboard tools