QALead

We are building the Training & Quality team to help our agents perform at their best. Our team is responsible for two closely connected things: we train people and we check how they apply that training in their day-to-day work. We look at quality, consistency, performance, and development areas — not just to evaluate people, but to help them grow and make our operations stronger. Now we are looking for our first QA Lead. This person will help us build the QA function from the ground up: define how we check quality, what good performance looks like, how we give feedback, and how we turn quality insights into better training, coaching, and processes. The QA Lead is responsible for: Building the QA function from scratch within the Training & Quality team. Creating clear quality standards, scorecards, evaluation criteria, and calibration processes. Running quality checks and audits to identify patterns, gaps, risks, and improvement areas. Setting up QA KPIs and regular reporting for agents, teams, and quality processes. Working closely with Training, Operations, Team Leads, and other stakeholders to make sure quality insights are actually used and not just reported. Turning QA findings into practical actions: better training, coaching, feedback, and process improvements. Hiring, leading, and developing the QA team as the company continues to grow. Challenges that await you: You will be the first QA Lead, so many things will need to be built from zero. You will work with a growing team of agents, which means a lot of people, data, feedback, and moving parts. You will need to balance empathy and performance: support people, but also build accountability and high standards. You will have a real opportunity to shape how quality, training, and performance management work at scale. What makes you a great fit: You have experience in Quality Assurance, Quality Operations, Training Quality, Customer Operations Quality, Service Quality, Operations Excellence, Performance Manageme