QA Group Lead

Department: Customer Service Operational Excellence

Employment Type: Full Time

Location: Mexico

Description

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)

Job Benefits

• Competitive salary:
• Hybrid work model
• Opportunities for professional growth within a global, fast-scaling company
• Exposure to international teams and cross-functional projects