We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! At Acquire Intelligence, our mission is to help business work smarter. We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career. Advance Your Career - Join us today and be part of a team where your work makes an impact! WHY JOIN THE A-TEAM? Come for a career, stay for the fun! Enjoy a weekly pay run – TGI Thursday’s Grow your career Employee referral bonus Do meaningful work and collaborate with the best A SNAPSHOT OF YOUR ROLE As the Head of Workforce and Quality, you will oversee critical internal support functions that underpin our enterprise. You will lead the Global Workforce Management, Quality and Quality Assurance teams ensuring service delivery is consistent, scalable, and aligned to business needs. This role is responsible for improving internal efficiencies, leveraging automation and AI, and maintaining strong governance frameworks to support a high-performing, compliant, and well-integrated operation. Enterprise Efficiency & AI Enablement Identify and implement AI tools and automation to reduce manual processes and improve operational responsiveness. Drive data-informed decision-making and performance visibility through internal dashboards and system reporting. Partner with IT and key stakeholders to scale digital solutions and improve internal user experience. Embed continuous improvement practices into Workforce Management, Quality Assurance in Operations. Create value for clients with Quality improvement programs with Quality Assurance teams. Team Leadership & Collaboration Lead and drive improvement with Quality Assurance and Workforce Management teams. Foster alignment across departments by enabling clear, streamlined processes and communication channels. Build a collaborative culture focused on accountability, innovation, and service delivery excellence. Process & Systems Improvement Standardize and optimize core internal workflows, eliminating inefficiencies and reducing risk. Support internal service delivery models that are scalable, consistent, and outcome-focused. Project & Initiative Management Deliver internal improvement initiatives focused on automation, compliance, and service optimization. Manage project timelines, resources, and outcomes, ensuring successful adoption and delivery. Provide regular reporting and visibility into performance, issues, and opportunities for enhancement. A BIT ABOUT YOU Experience leading Workforce Management, Quality or Service Centre Operations teams drive efficiency and value to Acquire Intelligence clients. Utilising data and information for key business decisions driving efficiency, automation and Quality Customer Experience. Strong background in process improvement, automation, and systems-based service delivery. Experience with Workforce Management, Quality and Omni-channel communication platforms. Strong people leadership and stakeholder engagement skills. Commercially minded, operationally disciplined, and solutions-driven. Formal qualifications are not required — we value demonstrated capability, service leadership, and outcomes over credentials. Excellent leadership, communication, and interpersonal skills. Proven ability to drive operational efficiency and continuous improvement. Strong analytical and problem-solving abilities. Project management certification is a plus. WHAT SUCCESS LOOKS LIKE Uninterrupted business operations. Achievement of KPIs. Highly motivated and high-performing Workforce and Quality teams WHAT WE VALUE We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values: Curious and Clever : Smart questions spark smart solutions. Entrepreneurial Energy : Think like an owner. Solve like a founder. Fast with Intent : We move fast and deliver real results. Laugh and Learn : We don’t take ourselves too seriously, just our results. What are you waiting for? Come for a career, stay for the fun! Join the A-Team and experience the A-Life!