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. Key Responsibilities 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. Regional & Scope Ownership Monitor quality KPIs for the assigned region, workflow, or operational scope. Ensure consistent application of standardized QA methodologies and evaluation criteria. Support quality consistency across internal and outsourced operations. Skills, Knowledge & Expertise 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.