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.

Team Leadership & People Management

• 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.

Quality Assurance & Monitoring

• 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.

Operational Excellence & Process Improvement

• 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.

Cross-Functional Collaboration

• Coordinate corrective actions with Operations for performance improvement.
• Partner with Training to identify coaching priorities and training needs.
• Collaborate with Content Management on knowledge gaps and content improvements.
• Escalate unclear or inconsistent policies to the Policy team.
• Share quality insights with Automation/Product teams for process optimization.
• Support Analytics with reporting and analysis of quality performance data.

Stakeholder Communication

• Deliver regular updates on quality performance within the assigned scope.
• Present quality insights, trends, recurring issues, and improvement recommendations.
• Support the QA Manager with KPI reporting and operational planning.
• Coordinate with BPO partner teams within the assigned scope where applicable.

Reg…

Experience

• 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.

Knowledge & Skills

• 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 organisation.
• Proficiency with QA platforms, dashboards, reporting tools, and performance analytics systems.
• Ability to manage competing priorities and work effectively in a fast-paced environment.

Nice to Have

• Experience in a formal people-management or team-lead capacity.
• Familiarity with QA automation tools and process optimization frameworks.
• Background in ride-hailing, delivery, or marketplace operations.