QA Group Lead – Lead a Team of QA Specialists

About the role

The Quality Assurance Group Lead combines advanced QA expertise with people management, mentoring, and quality control to ensure consistent, accurate, and effective evaluations across an assigned region or workflow.

Key responsibilities

• Lead a team of 5–7 QA Specialists within the assigned scope.
• Distribute and prioritize workload across the team.
• Coach, mentor, and develop QA Specialist competencies.
• Monitor individual and team performance against quality KPIs.
• Conduct regular 1:1s, team meetings, and performance reviews.
• Perform quality audits and second‑level reviews of QA Specialist evaluations.
• Ensure consistent application of quality governance frameworks and evaluation standards.
• Act as the escalation point for complex quality‑related questions and methodology disputes.
• Lead calibration sessions to align monitoring results across the team.
• Identify trends, recurring mistakes, and systemic quality issues.
• Prepare quality insights, summaries, and action plans for stakeholders.
• Support implementation of new QA methodologies, monitoring scenarios, and process updates.
• Participate in QA automation and process‑improvement initiatives.
• Provide data‑driven recommendations to QA management based on monitoring results.

Required profile

• 3+ years of experience in Customer Support, Quality Assurance, or Operational Excellence.
• Proven experience in quality monitoring, evaluations, and calibration processes.
• Experience coaching, mentoring, or formally coordinating the work of others.
• Experience working in multi‑team or multi‑vendor (BPO) environments – preferred.
• Strong analytical skills with the ability to identify trends and systemic patterns.
• Excellent written and verbal communication skills; ability to present findings clearly.
• Bilingual proficiency in Spanish and English (spoken and written).

What we offer

• Opportunity to help create fair choices for millions of people across 47 countries.
• Access to mentoring, career consulting, and learning programs to develop professional skills.
• Collaboration with global teams and participation in the Global Talent Exchange Program.
• Company‑wide challenges, awards, sports activities, and employee‑led social impact projects.
• Co‑financed language courses and internal speaking clubs.
• Final benefits may vary depending on the location.