Global Training & Quality Director

Role Overview: You have an exciting opportunity to join TP as a Global Director of Training and Quality, overseeing BPO operations globally. Your strategic leadership will be crucial in maintaining exceptional quality and training standards in a 24/7 operational environment. This key leadership position reports directly to the SVP of the Account, with a dotted line to the Account CEO (EVP level). Key Responsibilities: - Lead global training and quality operations across multiple sites with approximately 7000 FTEs worldwide. - Develop and implement standardized training programs and quality frameworks tailored to customer service operations. - Act as a client-facing leader, actively engaging in QBRs, NBRs, WBRs, and similar stakeholder meetings. - Drive continuous improvement of service delivery through effective feedback loops and quality audits. - Collaborate with site leadership in 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. - Lead curriculum development and educational activities for employees at different levels. - Identify opportunities for achieving high levels of positive customer experience and lead quality efforts to achieve them. - Coordinate high-level QA management to ensure QA related activities at a Nearshore level. Qualifications Required: - Proven senior leadership experience in the BPO industry, specifically in customer service. - Successful management of global or multi-regional teams in a 24/7 operational environment. - Strong client engagement experience and participation in executive-level reviews. - Exceptional leadership, analytical, and cross-cultural communication skills. - Willingness to travel internationally to operational hubs when required. - Bachelor's degree in a Business-related field or equivalent experience. - Statistical process control, personnel management, and quality monitoring experience (preferred). - Six Sigma Certification and COPC Certification. - Related experience in call center, project management, and quality. (Note: Pre-Employment Screenings will be conducted as per TP policy, and TP does not accept unsolicited third-party candidate submissions.),