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inDrive is seeking a QA Group Lead to lead a team of 5–7 QA Specialists within the CS Operational Excellence department. This role bridges individual contributor QA work and QA management, combining advanced quality assurance expertise with people leadership and quality control oversight.
You will be responsible for leading and developing a team of QA Specialists, distributing and prioritizing workload, and coaching team members to build their competencies. You'll monitor individual and team performance against quality KPIs, conduct regular 1:1s, team meetings, and performance reviews. Your quality oversight responsibilities include conducting audits and second-level reviews of QA Specialist evaluations, ensuring consistent application of quality governance frameworks, and serving as the escalation point for complex quality-related questions and methodology disputes.
You will lead calibration sessions to align monitoring results across the team and resolve disagreements related to monitoring results or evaluation methodology. You'll identify trends, recurring mistakes, and systemic quality issues within your assigned scope, prepare quality insights and action plans for stakeholders, and support the implementation of new QA methodologies and process updates. You'll also participate in QA automation and process-improvement initiatives and provide data-driven recommendations to QA management based on monitoring results.
This role reports directly to the QA Manager and sits within inDrive's CS Operational Excellence department.
REQUIREMENTS:
- 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)
