Senior Program Manager, Global Quality Ops - Platform Integrity

About the Role
The PI Quality Operations team will 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 members and 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 trusted by owning audit governance, sampling effectiveness, evaluator accuracy, score integrity, and scoring consistency across the network.
Lead audit, Audit-the-Auditor (ATA), and calibration programs to improve evaluator accuracy, reduce scoring variance, and strengthen alignment across internal and BPO Quality teams.
Turn Quality data into actionable insights by 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 Analytics to address systemic Quality issues and improve processes, tooling, scorecards, and frontline execution.
Drive continuous improvement and scalability by simplifying, standardizing, and improving Quality operating mechanisms across sites, markets, languages, and lines of business.