What you’ll do
The Global Quality Control Lead is responsible for building and maintaining the operational requirements for Regional QC and Hybrid QA Leads to execute on their daily rhythms, manage the accountability systems for those daily rhythms, and be the primary point of contact for program reporting and communication. The Global QC Lead is the key operational owner for Quality Control program success.
Escalation Management
- Own the Escalation playbook and operating systems ensuring an optimal workflow and reporting system globally
- Manage escalation identification tooling (trackers, AI scorecards, automated scripts), identify and fix if gaps occur
- Introduce new identification tooling for updated escalatory behaviors
- Deliver monthly reporting on escalation prevalence, SLA attainment, and trends
- Track QC Lead and Sales manager OKRs through defined escalation SLAs. Ensure attainment of those metrics each quarter.
High Risk Auditing
- Build an optimized high-risk auditing procedure. Maintain the systems and tooling to enable this process for Quality Control Leads
- Evaluate QC scorecard and AI scorecards for regular improvements
- Own all reporting and dashboards for high-risk auditing reporting
- Run Calibration testing processes with Global QC+QI Leads to ensure aligned assessment
- Track QC Lead and Sales manager OKRs through defined audit target goals. Ensure attainment of those metrics each quarter.
Gong Management
- Manage Gong platform for manual scorecard operations, AI scorecard operations, and in-Gong reporting tools
- Manage back-end AI scorecard operations, and consistently test for AI Escalation scorecard reliability and consistency.
- Stay current with Gong updates and impacts to daily operations for Sales Managers and Quality Control Leads.
- Innovate platform usage within daily operating rhythms
Stakeholder Management and Governance
- Maintain documentation for scorecard definitions, escalation criteria, and decision logs.
Partner with Sales Enablement in onboarding certification criteria and support Consult with legal and policy stakeholders to ensure recording compliance and escalatory parameters
- Consult with Sales Strategy and Operations for shared tooling and resource management
- Collaborate closely with executive leadership to align regional initiatives with Global QC parameters
- Manage any project management documentation and tracking mechanisms
