QA Group Lead

About the role

The Quality Assurance Group Lead will oversee a team of QA Specialists, ensuring consistent, accurate, and effective quality evaluations across a defined region or workflow. This role blends deep QA expertise with people management, driving operational excellence in customer service.

Key responsibilities

• Lead and develop a team of 5–7 QA Specialists, distributing workload and conducting regular 1:1s, team meetings, and performance reviews.
• Perform quality audits, second‑level reviews, and act as the escalation point for complex QA issues.
• Facilitate calibration sessions to align evaluation standards and resolve methodological disputes.
• Identify trends and systemic quality issues, preparing insights and action plans for stakeholders.
• Support implementation of new QA methodologies, automation initiatives, and process‑improvement projects.
• Collaborate cross‑functionally with Operations, Training, Content Management, Policy, Automation/Product, and Analytics teams.
• Communicate regular quality performance updates, present insights, and assist the QA Manager with KPI reporting and operational planning.
• Monitor quality KPIs for the assigned scope and ensure consistent application of standardized QA frameworks.

Required profile

• Minimum 3 years of experience in Customer Support, Quality Assurance, or Operational Excellence.
• Proven track record in quality monitoring, evaluations, and calibration processes.
• Experience coaching, mentoring, or coordinating the work of others.
• Background working in multi‑team or multi‑vendor (BPO) environments is preferred.
• Strong knowledge of quality frameworks and monitoring methodologies.

Required skills