QA Group Lead

QA Group LeadDepartment: Customer Service Operational ExcellenceEmployment Type: Full TimeLocation: MexicoDescriptionThe 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