The QCC Group Leader is the ultimate custodian of quality standard operating procedures and educational excellence (OEM) across all delivery sites. This role does not directly manage front-line customer service agents but governs the global training and evaluation framework. The primary objective is to harmonize quality standards and ensure that agents in all operational sites deliver a seamless, uniform brand experience. This position is fully onsite at our Fort Lauderdale, FL location.
Experience: 5+ years of Quality Assurance & Training leadership experience within a multi-site, multi-lingual call center environment.
Key Performance Indicators (KPIs)
Quality Competence Center Group Leader • Fort Lauderdale, Florida, United States
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