Senior Lead Quality, Global English

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Lead Quality, Global English based in Canada. As Senior Lead Quality, you will oversee the quality operations of a large-scale global customer support network, spanning multiple service lines and business process outsourcing (BPO) partners. You will lead quality strategy execution across more than 5,000 English-speaking support agents worldwide, ensuring consistent standards, accountability, and operational excellence. Working closely with partner quality teams and senior operational stakeholders, you will drive performance improvements through data analysis, calibration, and structured governance. You will mentor Partner Quality Leads, identify emerging performance gaps, and ensure quality insights translate into measurable business outcomes. The role also involves collaborating with Training, Delivery, and cross-functional teams to improve customer experiences and operational processes. This is an opportunity to influence global service quality within a dynamic, multicultural, and remotely distributed environment.