Maximize Your Impact with TP
Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable 10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions. As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.
The Opportunity
We are seeking a highly experienced and client-facing Global Director of Training and Quality to lead global BPO operations. The ideal candidate will bring strategic leadership across multiple geographies while ensuring exceptional quality and training standards in a 24/7 operational environment. This is a key leadership position reporting directly to the SVP of the Account, with a dotted line to the Account CEO (EVP level). The Global Quality and Training directors establish and maintain both learning and development and the quality system to ensure personnel, methods, processes, and procedures conform to both internal guidelines and regulatory standards across the global geographies, providing support to the client.
The Responsibilities Duties
- Lead global training and quality operations across multiple sites (approx. 7000 FTEs globally).
- Develop and implement standardized training programs and quality frameworks tailored to customer service operations.
- Serve as a client-facing leader, actively participating in QBRs, NBRs, WBRs, and similar stakeholder meetings.
- Ensure continuous improvement of service delivery through effective feedback loops and quality audits.
- Collaborate with site leadership across Colombia, India, Egypt, and Portugal to drive operational excellence.
- Provide strategic direction for new initiatives, performance measurement, and capability building.
- Maintain strong partnerships with internal and client stakeholders to align quality and training objectives.
- Achieve Client established performance and productivity goals
- Lead curriculum development, educational activities and learning experiences for all employees at different levels of the company
- Provide support to the geographies by identifying opportunities for achieving high levels of positive customer experience and leading the process and quality efforts to achieve them
- Guarantee that all the training teams are coordinated and develop their responsibilities with the skills and scope that each team must have.
- Responsible for implementation and maintenance of all quality and other metric improvement projects and programs, including the quality/call monitoring process, pilots, and design of experiments.
- Provide and ensure that the training team has all the processes, procedures and tools that allow it to meet customer expectations and service level agreements.
- Work with all levels of the management team, stakeholders, associates, and client representatives, including daily interaction with site leadership
- Coordinate high-level QA management to ensure QA related activities at a Nearshore level.
The Qualifications
- Proven experience in a senior leadership role within the BPO industry, specifically in customer service (not technical).
- Demonstrated success managing global or multi-regional teams in a 24/7 operational environment.
- Strong client engagement experience and participation in executive-level reviews (QBRs, etc.).
- Exceptional leadership, analytical, and cross-cultural communication skills.
- Willingness to travel internationally to operational hubs when required.
- Four-year college degree in a Business-related field or equivalent experience.
- Statistical process control, personnel management, and quality monitoring experience(preferred)
- Six Sigma Certification
- COPC Certification
- Related experience, ideally including a combination of call center, Project management, and quality experience
Pre-Employment Screenings
By TP policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.
Important | Policy on Unsolicited Third-Party Candidate Submissions
TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.
Diversity, Equity Inclusion
At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences. #LI-SG1 #LI-Onsite
