MEET COMPASS

We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

Job Summary:

The Director of Quality Assurance (QA) is responsible for developing and executing a comprehensive quality strategy across all BPO programs, ensuring client SLAs, compliance requirements, and customer experience standards are consistently met or exceeded. This role leads the QA function in designing frameworks, calibrating performance, and driving continuous improvement initiatives to elevate service delivery and operational excellence.

Key Responsibilities:

Strategic Leadership

• Develop and own the quality assurance vision, strategy, and roadmap across all client accounts and service lines (voice, chat, email, sms, back-office, etc.).

• Align quality initiatives with organizational goals, client KPIs, and operational targets.

• Serve as the quality champion in executive and client-facing discussions.

QA Operations Management

• Lead and scale a multi-site QA team (QA managers, team leads, analysts).

• Design, implement, and optimize QA frameworks, scorecards, audit processes, and reporting tools.

• Ensure consistent and accurate call/chat/email evaluations, with a focus on compliance, empathy, resolution, and client-specific metrics.

Client Partnership & Compliance

• Collaborate with clients to define and calibrate quality criteria, evaluation standards, and improvement plans.

• Oversee internal and client-facing QA calibration sessions to drive alignment.

• Ensure adherence to compliance and regulatory standards (e.g., PCI, HIPAA, GDPR, depending on account).

Performance & Insights

• Analyze quality trends and agent performance data to identify systemic issues and training opportunities.

• Partner with Training and Operations to address quality gaps and deliver actionable insights.

• Own the quality reporting function, providing clear dashboards, insights, and root cause analyses to stakeholders.

Continuous Improvement

• Champion continuous improvement through process optimization, automation, and cross-functional collaboration.

• Implement best practices from Six Sigma, Lean, or Kaizen methodologies as applicable.

• Foster a culture of quality, accountability, and customer-centricity.

Qualifications:

• Bachelor’s degree in Business, Communications, or related field; Master’s degree or equivalent experience preferred.

• 10+ years of experience in Quality Assurance within the BPO or contact center industry, including 5+ years in a senior leadership role.

• Strong understanding of BPO operations, client management, and quality frameworks (CSAT/NPS/QA metrics).

• Proven ability to design scalable QA processes across multiple lines of business and channels.

• Experience leading cross-site QA teams in fast-paced, high-volume environments.

• Expertise in quality management tools and technologies (e.g., NICE, Calabrio, Verint, QM platforms, Tableau, Excel).

• Strong analytical, leadership, communication, and stakeholder engagement skills.

Preferred Experience:

• Experience working with global clients across diverse verticals (e.g., tech, e-commerce, healthcare, financial services).

• Quality certifications (e.g., Six Sigma Green/Black Belt, COPC, ISO) are a plus.

• Familiarity with QA and performance improvement tools.

Location: Remote

Reports to: VP of Operations