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Senior+
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Full-time
Posted 26d ago
~40 hrs/week
Responsibilities
The QCC Group Leader is responsible for governing the global training and quality evaluation framework across all delivery sites. This role involves designing end-to-end training curricula, managing monthly calibration sessions, and analyzing performance data to drive operational improvements.
Requirements
Candidates must have at least 5 years of leadership experience in quality assurance and training within a multi-site call center environment. Proficiency in quality assurance platforms and learning management systems is required, along with strong analytical and cross-cultural communication skills.
Full job description
Company Description
Bosch Service Solutions is a leading provider of Business Process Outsourcing optimizing services in the
following key areas: Customer Experience Services, Mobility Services, Monitoring Services as well as
Business and Shared Services. Around 9,000 associates provide and optimize customers’ business
processes in approximately 40 languages. Visit our website for more information at
www.boschservicesolutions.com. OEM.
Job Description
The QCC Group Leader is the ultimate custodian of quality standard operating procedures and educational excellence (OEM) across all delivery sites. This role does not directly manage front-line customer service agents but governs the global training and evaluation framework. The primary objective is to harmonize quality standards and ensure that agents in all operational sites deliver a seamless, uniform brand experience. This position is fully onsite at our Fort Lauderdale, FL location.
Qualifications
Experience: 5+ years of Quality Assurance & Training leadership experience within a multi-site, multi-lingual call center environment.
Systems: Deep familiarity with Quality Assurance platforms (experience with 2Mares or migrating to modern platforms like Playvox/Scorebuddy is highly valued) and Learning Management Systems (LMS).
Language: Native-level or fluent professional English (written and verbal).
The "Analytical Educator": Highly structured, pedagogical, and detail oriented. Able to translate complex data into simple, actionable training plans.
Cross-Cultural Collaborator: Skilled at managing relationships and aligning standards across diverse, international teams in all delivery sites.
Proactive Problem Solver: Able to diagnose root causes of low CSAT or high escalation rates and rapidly deploy curriculum updates to address them.
Key Performance Indicators (KPIs)
Calibration Alignment Rate: Maintain a QA scoring variance at target levels across all sites during monthly calibration audits.
Curriculum Update Velocity: Rapid deployment of training modifications following a process or system change.
New Hire Time-to-Baseline: Achieve target threshold of new hires reaching operational QA performance baselines within the post-training nesting window.
Additional Information
Global Curriculum & Training Governance: Own and design the end-to-end global training curriculum, onboarding pathways, and continuous education materials. Identify global and local training needs.
Monthly Calibration Ownership: Run and govern monthly quality calibration sessions involving local site QA leads and Team Leaders across all delivery sites to maintain absolute evaluation alignment.
QA Tooling Migration Support: Lead the QCC team in utilizing the current QA platform (2Mares) while actively spearheading the evaluation, setup, and deployment of a new, modernized QA evaluation tool.
Performance Diagnostics & Insights: Analyze data trends from Quality Checks, CSAT/NPS, escalated customer cases, and agent knowledge tests to pinpoint performance gaps.
Actionable Hand-offs to Local Operations: Package QA findings and deliver structured recommendations to local delivery site managers. Ensure local Team Leaders are equipped with the exact insights needed to coach agents effectively.
Legal Entity: Bosch Service Solutions North America LLC
Related keywords
Quality AssuranceTrainingCall CenterCurriculum DevelopmentLMSCalibrationCSATNPS2MaresPlayvoxScorebuddyPerformance ManagementBusiness Process OutsourcingQuality StandardsOnboardingData Analytics
The Bosch Group is a leading global supplier of technology and services. It employs roughly 413,000 associates worldwide (as of December 31, 2025). The company generated sales of 91 billion euros in 2025. Its operations are divided into four business sectors: Mobility, Industrial Technology, Consumer Goods, and Energy and Building Technology. With its business activities, the company aims to use technology to help shape universal trends such as automation, electrification, digitalization, connectivity, and an orientation to sustainability. In this context, Bosch’s broad diversification across regions and industries strengthens its innovativeness and robustness. Bosch uses its proven expertise in sensor technology, software, and services to offer customers cross-domain solutions from a single source. It also applies its expertise in connectivity and artificial intelligence in order to develop and manufacture user-friendly, sustainable products. With technology that is “Invented for life,” Bosch wants to help improve quality of life and conserve natural resources. The Bosch Group comprises Robert Bosch GmbH and its roughly 500 subsidiary and regional companies in over 60 countries. Including sales and service partners, Bosch’s global manufacturing, engineering, and sales network covers nearly every country in the world. Bosch’s innovative strength is key to the company’s further development. At 136 locations across the globe, Bosch employs some 82,000 associates in research and development.
Instagram: https://www.instagram.com/boschglobal/
Facebook: https://www.facebook.com/BoschGlobal
Glassdoor: https://bit.ly/3raTZnH
Imprint: www.bosch.com/corporate-information
Privacy statement: https://www.bosch.com/data-protection-notice-bosch-linkedin/
Offices: Robert-Bosch-Platz 1, Gerlingen-Schillerhöhe, Baden-Wuerttemberg 70839, DE
Mobility SolutionsIndustrial TechnologyConsumer GoodsEnergy and Building TechnologyConnected IndustriesInternet of ThingsAutomated DrivingSmart HomeSoftwareArtificial Intelligence
How many Management & Leadership jobs are open in Fort Lauderdale, FL right now?
There are currently 1,020 open management & leadership positions in Fort Lauderdale, FL listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Management & Leadership roles in Fort Lauderdale, FL?
Companies currently hiring include AutoNation, Moss, Advanced Roofing, St. Peter's Health Partners, Pier Sixty-Six, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Management & Leadership jobs in Fort Lauderdale, FL?
Yes — 157 of the 1020 open management & leadership positions offer remote or hybrid work (33 remote, 124 hybrid).
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