Senior Program Manager, Global Quality Ops - Platform Integrity

About the Role

The PI Quality Operations teamwill own the end-to-end quality operating rhythm across the PI BPO footprint within the GSO network, including quality audits, Audit-the-Auditor (ATA), calibrations, quality score governance, insight generation, and quality improvement interventions. The team’s mandate is to ensure Quality scores are accurate, consistent, trusted, and actionable, while identifying the key drivers of performance and translating quality data into clear actions that improve agent performance and customer outcomes.

The Quality Operations Manager - Platform Integrity (PI) will lead this team of approximately 5-7 Quality S-ladder team membersand be accountable for the overall health and performance of PI Quality Operations. The manager will partner closely with BPO Operations, Vendor Management, Training, Program, Policy, Product, Analytics, and Global Quality stakeholders to strengthen quality governance, address systemic performance gaps, and ensure quality insights lead to measurable improvements in frontline execution.

What You’ll Do

• Own PI Quality performance across the BPO network, driving sustained improvement in Quality scores and building clear recovery plans for underperforming sites, queues, or agent populations.
• Ensure Quality scores are accurate, consistent, and trustedby owning audit governance, sampling effectiveness, evaluator accuracy, score integrity, and scoring consistency across the network.
• Lead audit, Audit-the-Auditor (ATA), and calibration programsto improve evaluator accuracy, reduce scoring variance, and strengthen alignment across internal and BPO Quality teams.
• Turn Quality data into actionable insightsby identifying key defect drivers, conducting root-cause analysis, and translating findings into targeted actions that improve agent performance.
• Partner cross-functionally with Operations, Training, Policy, Program, Product, and Analyticsto address systemic Quality issues and improve processes, tooling, scorecards, and frontline execution.
• Drive continuous improvement and scalabilityby simplifying, standardizing, and improving Quality operating mechanisms across sites, markets, languages, and lines of business.

Basic Qualifications

• 6+ years of professional experience in Quality Assurance / Quality Operations within BPO, contact center, customer support, trust & safety, risk operations, or a comparable high-volume service environment.
• Experience managing Quality professionals and demonstrated ability to coach, develop, and performance-manage a team.
• Demonstrated experience improving Quality scores through structured root-cause analysis and operational interventions rather than solely monitoring or reporting performance.
• Strong understanding of Quality measurement integrity, including scoring consistency, inter-rater reliability, evaluator variance, sampling methodology, and calibration.
• Proven ability to analyze Quality data, identify performance drivers, generate actionable insights, and translate findings into improvement plans.
• Strong understanding of BPO operating environments, including vendor governance, performance management, SLAs/KPIs, corrective action planning, and multi-site operations.
• Strong stakeholder-management skills and demonstrated ability to influence teams outside of direct reporting lines.
• Experience working with Quality monitoring platforms, CRM/customer-service systems, and business intelligence or reporting tools such as NICE, Observe.AI, Tableau, Looker, Data Studio, or comparable platforms.

Preferred Qualifications

• Experience building or redesigning Quality scorecards, sampling strategies, calibration frameworks, or Quality governance models.
• Experience using statistical or analytical techniques to evaluate scoring reliability, performance variation, and Quality trends..
• Lean, Six Sigma, COPC, or other Quality/process-improvement certification is advantageous.
• Multilingual experience or experience supporting multilingual Quality operations is a plus.

What Success Looks Like

Success in this role means:

• PI Quality scores show sustained and measurable improvement.
• Quality scores are trusted by Operations and BPO partners as an accurate representation of frontline performance.
• Audit and ATA accuracy remain consistently high across the network.
• Evaluator variance decreases, and calibration alignment improves.
• Quality insights consistently identify the highest-impact performance opportunities and lead to concrete operational action.
• Quality interventions demonstrate measurable improvement in agent behavior and performance.