Global Quality Assurance Leader – Contact Center

About the role

The Global Quality Assurance Leader will own the quality standards and training framework for all contact‑center sites supporting the BMW brand. This senior position is fully onsite in Fort Lauderdale and focuses on harmonising QA processes, curricula and performance diagnostics across a multi‑site, multilingual operation.

Key responsibilities

• Design and govern the end‑to‑end global training curriculum, onboarding pathways and continuous education materials.
• Run monthly quality calibration sessions with local QA leads to ensure scoring alignment across sites.
• Lead the migration from the current QA platform (2Mares) to a modern evaluation tool, overseeing evaluation, setup and deployment.
• Analyse quality check data, CSAT/NPS, escalations and knowledge‑test results to identify performance gaps.
• Package findings and deliver actionable recommendations to local site managers and team leaders.

Required profile

• 5+ years of Quality Assurance and Training leadership experience in a multi‑site, multilingual call‑center environment.
• Deep familiarity with QA platforms (e.g., 2Mares, Playvox, Scorebuddy) and Learning Management Systems.
• Native‑level or fluent professional English (written and verbal).
• Highly structured, pedagogical approach with the ability to translate complex data into simple training plans.
• Proven ability to collaborate across diverse, international teams and solve root‑cause problems quickly.

Required skills

• 2Mares
• Playvox
• Scorebuddy
• Learning Management Systems