ContactPoint360

Compensation

Full Description

CX-first. Not scorecard-first. Scope: Global | Multi-site | Multi-vertical Reports to: CEO / Executive Leadership Why This Role Exists For years, BPOs relied on Quality Assurance to “protect” the customer experience. It made sense then. It doesn’t work now. Traditional QA was built for a different world—one of small sample sizes, manual reviews, lagging indicators, static scripts, and compliance over experience. In a world of AI, real-time CX, and global scale, that model simply can’t keep up. Customers don’t experience scorecards. They experience clarity, empathy, and resolution. At ContactPoint360, we’re moving beyond QA. We’re building Experience Excellence—where excellence is designed into every interaction, not inspected after the fact. Why Traditional Quality Assurance Is Broken Scorecard-First, Not Experience-First Traditional QA focuses on: • Checkboxes • Deductions • Point systems But customers don’t experience scorecards. They experience how an interaction made them feel. Reactive by Design Traditional QA looks backward: • After the call • After the mistake • After the escalation By then, the experience is already broken. It Creates Fear, Not Performance When QA becomes policing: • Agents play it safe instead of being human • Leaders manage scores instead of coaching • Innovation slows down Fear doesn’t scale excellence. It Fixes Symptoms, Not Systems Old QA flags: • Individual misses • Isolated errors But it rarely answers the real question: “Why is this happening everywhere?” If the same issues repeat, the system is broken—not the people. The Shift: From QA to Experience Excellence Experience Excellence is built on a different belief: Excellence should be designed into the experience, not inspected after the fact. That means: • CX-first principles instead of rigid scripts • Real-time insights instead of lagging audits • Coaching and training loops instead of punishment • Pattern recognition instead of one-off scoring What Replaces QA • Experience design over compliance enforcement • AI-enabled insights over manual monitoring • Coaching over corrective action • Outcomes over checklists • Trust over fear The Mission Build a global Experience Excellence system that ensures: • What we promise is what customers actually feel • CX standards scale across regions, channels, and clients • People are coached, not policed • Excellence becomes inevitable—not optional This role owns the end-to-end integrity of the experience. What You’ll Own 1. Experience Design & Global Standards • Define one global Experience Excellence framework • Establish experience principles that guide behavior—not just metrics • Ensure consistency across all sites while enabling smart, controlled client customization 2. CX-First Measurement (Beyond Scorecards) • Redesign how experience is measured: • Outcomes over checklists • Patterns over isolated misses • Coaching over punishment • Use data to improve performance, not create fear 3. AI-Enabled Experience Intelligence • Leverage AI, speech analytics, and automation to: • Identify experience patterns at scale • Surface real-time insights • Move from reactive reviews to predictive experience management 4. Experience Coaching Training Loop • Partner deeply with Training & Talent Development • Turn experience insights into: • Coaching actions • Instructional design improvements • System fixes If the same issues repeat, the system failed—not the agent. 5. Client Partnership & Trust • Align with clients on: • Experience expectations • CX outcomes • Calibration and governance • Help clients evolve from traditional QA thinking to Experience Excellence • Build confidence so clients trust delivery without micromanaging 6. Team & Capability Building • Build and lead a global Experience Excellence team • Develop leaders who: • Coach with clarity • Protect the experience without friction • Hold high standards without creating fear What Success Looks Like • Higher CSAT, NPS, and FCR • Stronger frontline confidence and consistency • Fewer repeat errors and escalations • Clients who feel stability, not variability • Experience that feels intentional—not accidental Who This Role Is For • You’ve led CX, Quality, or Performance Excellence at global scale • You believe experience is designed, not audited • You understand frontline reality and executive expectations • You use metrics as tools—not weapons • You are calm, principled, and uncompromising on standards Who This Role Is NOT For • Scorecard chasers • Audit-only thinkers • “Gotcha” QA leaders • Anyone who believes fear creates performance Final Word That’s why we’re not hiring a “Head of Quality.” We’re hiring a Global Head of Experience Excellence. If you want to count mistakes, this isn’t the role. If you want to design excellence, build trust, and scale world-class CX—this is your seat. About ContactPoint360 If you want to be the next CEO… we’re not joking. Our CEO started on the phones as a customer service agent. Around here, nothing is impossible when you lead with curiosity, kindness, and the right mindset. ContactPoint360 is a Canadian, people-first company with 5,000 incredible humans across 12 countries. We’re proud that 70% of our leaders grew from within, proof that growth isn’t just a promise, it’s our culture. From day one, you’ll have a clear career path, real support, and a team that believes in your potential before you even see it yourself. We care about people, and we’re big believers in building futures, not just filling roles. If you’re hungry, if you care, if you want to build a real career instead of just collecting a paycheck, you’re in the right place. We’ll give you the tools, the mentorship, and the path from day one. This is where potential turns into progression. Welcome home. Our Purpose: Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients’ customers into loyal advocates for life. Check out our YouTube video: https://youtu.be/AsPjX-5uyQQ