Director of Quality

Define and drive the transactional quality program for the account or region while managing a centralized global team to meet monthly contractual audit compliance. Collaborate with global quality directors and site operation leaders to align execution with customer experience strategy, ensuring client and internal KPIs are consistently delivered. Lead strategic initiatives that support operations teams in meeting Accuracy, CSAT, and other targets across sites, operationalize best practices, and partner with business development on new client acquisitions. Establish a governance framework to ensure quality machinery runs efficiently, conduct regular assurance audits to identify execution gaps, and quantify business cases to drive cross-functional system changes. Interface with executive management to set direction, provide ongoing project status feedback, and mentor employees across levels for next roles.