Senior Manager, Global QA Operations

Reports to: Global Director of Quality Assurance
Department: Quality Assurance & Operational Excellence
Location: Remote / Hybrid - approved hiring locations
Role type: Full-time

Side is looking for a Senior Manager, Global QA Operations to help lead and scale quality assurance across a global, multi-client service delivery environment.

This is a senior operational leadership role responsible for driving consistency, governance and performance across QA teams, programmes and regions. The role will support the Global Director of Quality Assurance in translating global QA strategy into clear operating standards, measurable performance outcomes and consistent execution across the business.

The successful candidate will bring experience leading QA operations across complex, distributed environments. They will be confident working with senior stakeholders, client-facing teams, operational leaders and regional QA teams to improve quality performance, strengthen calibration, increase reporting visibility and reduce recurring quality issues.

The Senior Manager, Global QA Operations will ensure that Side’s QA function operates with clear standards, strong governance and reliable performance insight across global delivery teams.

This role will help build scalable QA operating models, improve quality frameworks, strengthen audit readiness, support client governance and ensure quality data is used to drive meaningful operational improvement.

• Support the development and execution of Side’s global QA strategy.
• Establish, maintain and improve QA frameworks, scoring standards, calibration models and governance processes.
• Drive consistency in quality methodologies, scorecards, reporting structures and review cadences across programmes and regions.
• Monitor adherence to QA standards and identify where governance, process discipline or quality performance needs to improve.
• Ensure QA practices are scalable, repeatable and aligned with business and client requirements.

• Lead and support regional and programme-level QA teams across multiple client accounts.
• Manage, coach and develop QA Managers, QA Leads and senior QA professionals.
• Ensure QA capability, capacity and structure are aligned to programme needs, client expectations and operational priorities.
• Support succession planning, performance management and capability development across QA teams.
• Build operating rhythms that create accountability, visibility and consistency across distributed QA teams.

• Own the development and improvement of executive-level quality reporting, dashboards and performance packs.
• Analyse quality trends, defect patterns, calibration outcomes, customer experience risks and operational performance issues.
• Translate QA data into clear insight, practical recommendations and measurable improvement actions.
• Ensure reporting is accurate, consistent, timely and suitable for senior leadership and client-facing discussions.
• Use quality data to prioritise improvement work, challenge assumptions and track progress against agreed outcomes.

• Lead calibration governance to ensure quality standards are interpreted and applied consistently across teams and programmes.
• Facilitate root-cause analysis and corrective action planning for recurring quality issues.
• Drive continuous improvement initiatives focused on quality performance, customer experience, compliance and operational efficiency.
• Implement best practices, standard operating procedures and quality controls across programmes.
• Partner with Operations, Training, Workforce Management, Customer Success and Delivery teams to close quality gaps and improve service outcomes.

• Act as a senior QA contact for internal stakeholders and selected client-facing quality discussions.
• Participate in quality governance meetings, business reviews and senior stakeholder forums.
• Present quality performance, trends, risks and improvement plans clearly to leadership teams and client stakeholders.
• Build trusted working relationships across Operations, Training, Workforce Management, Customer Success, Delivery and global leadership teams.
• Influence stakeholders to adopt consistent QA standards, reporting practices and improvement actions.

• Support internal and external audits where required.
• Maintain QA documentation, governance records and evidence required for audit readiness.
• Identify quality, compliance and operational risks and support mitigation planning.
• Ensure QA processes align with client requirements, internal policies and relevant operational standards.
• Strengthen governance controls where quality risks or process gaps are identified.

• Support QA workstreams for new client launches, transitions, service expansions and operational change programmes.
• Lead change management activity relating to QA processes, systems, reporting and ways of working.
• Evaluate and support improvements to QA tools, reporting platforms, automation, speech analytics or AI-enabled quality solutions where relevant.
• Help standardise and scale QA practices across a complex global delivery environment.

• Significant experience in Quality Assurance, Customer Experience, BPO, outsourcing, contact centre operations, player support, localisation, games services or another complex service delivery environment.
• Senior-level experience leading QA operations across multiple programmes, client accounts, regions or geographies.
• Experience managing QA Managers, QA Leads or equivalent people leaders.
• Strong understanding of QA governance, calibration, quality scorecards, root-cause analysis, corrective action planning and performance management.
• Experience building or improving quality reporting, dashboards, executive performance packs or governance reporting.
• Experience using quality data to identify trends, diagnose root causes and drive measurable improvement.
• Strong stakeholder management skills, including experience presenting to senior leaders and client stakeholders.
• Professional-level written and spoken English, including the ability to lead meetings, present findings and produce clear executive-level communication.
• Ability to operate effectively in a global role, including collaboration across different time zones when required.

• Experience in a global outsourcing, BPO, CX, player support, localisation or games services organisation.
• Experience supporting multiple clients and geographies at the same time.
• Experience with QA technology, speech analytics, quality automation, AI-enabled QA platforms or reporting transformation.
• Experience supporting new client launches, transitions, service expansions or operational transformation.
• Exposure to audit readiness, compliance governance or regulated client environments.

Success in this role will be measured by the ability to improve consistency, visibility and quality performance across global QA operations.

Key outcomes include:

• Consistent QA standards, scoring and calibration across programmes and regions.
• Improved visibility of quality performance through clear, accurate and actionable reporting.
• Stronger governance discipline across global QA teams.
• Reduced recurring quality defects through effective root-cause analysis and corrective actions.
• Improved audit readiness and quality documentation.
• Successful implementation of quality improvement initiatives.
• Stronger stakeholder confidence in QA insight, governance and operational execution.
• Engaged, capable and well-led QA teams.

This is a global role working with distributed teams and stakeholders across multiple locations.

Candidates should be comfortable working remotely or in a hybrid model, depending on location, and should have:

• A reliable internet connection.
• A suitable home working environment.
• Confidence using video conferencing, reporting and collaboration tools.
• The ability to work effectively across cultures, regions and time zones.
• Flexibility for occasional meetings outside standard local working hours where global collaboration requires it.

The Senior Manager, Global QA Operations will play a key role in strengthening the maturity, consistency and scalability of Side’s global QA function.

This role will help ensure that quality standards are clearly defined, consistently applied and supported by reliable data, strong governance and effective leadership across global delivery teams.