Sr Quality Coordinator - Marketplace Experience

Own the end-to-end quality framework and audit strategy across BPO partner hubs, ensuring processes are standardized and globally aligned. Lead root-cause analyses to identify systemic gaps and launch targeted improvement initiatives that boost customer satisfaction and SLA compliance. Establish closed-loop quality frameworks by feeding audit insights directly into recruitment profiling, onboarding curricula, and coaching mechanisms. Host structured cross-site calibration sessions with BPO leads and auditors to minimize scoring variance and maintain consistent evaluation standards. Drive independent data extraction and analysis using SQL to query raw transaction and audit datasets, turning operational data into actionable insights and leading indicators of quality. Partner cross-functionally with Regional Service Delivery Heads, Training leads, and external BPO managers to align priorities and execute strategic regional initiatives.