QA Group Lead

The Quality Assurance Group Lead combines advanced quality assurance expertise with people management, mentoring, and quality control — ensuring the consistency, accuracy, and effectiveness of quality evaluations within an assigned region, workflow, or operational scope. This role sits between QA Specialist and QA Manager, leading a team of 5–7 QA Specialists within inDrive's CS Operational Excellence department, and reports directly to the QA Manager.

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

Conduct 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

Resolve disagreements related to monitoring results or evaluation methodology

Identify trends, recurring mistakes, and systemic quality issues within the assigned scope

Prepare quality insights, summaries, and action plans for stakeholders

Support the 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

Skills, Knowledge & Expertise

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 knowledge of quality frameworks, monitoring methodologies, and calibration standards

Excellent analytical skills with the ability to identify trends and systemic patterns

Strong written and verbal communication skills; ability to present findings clearly

Demonstrated ability to collaborate across functions and levels of the organization

Proficiency with QA platforms, dashboards, reporting tools, and performance analytics systems

Ability to manage competing priorities and work effectively in a fast-paced environment

Bilingual proficiency in Spanish and English (spoken and written)

Why join us

Help us challenge injustice by creating fair choices for millions of people across 47 countries.

Develop your professional skills with access to mentoring, career consulting, and learning programs.

Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program.

Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects.

Work alongside people who take initiative, speak openly, and challenge themselves to grow.

Improve your language skills through co-financed courses and internal speaking clubs.

Final benefits may vary depending on the location.