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. 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

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Lead a team of 5–7 QA Specialists within the assigned scope

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Distribute and prioritize workload across the team

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Coach, mentor, and develop QA Specialist competencies

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Monitor individual and team performance against quality KPIs

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Conduct regular 1:1s, team meetings, and performance reviews

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Conduct quality audits and second-level reviews of QA Specialist evaluations

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Ensure consistent application of quality governance frameworks and evaluation standards

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Act as the escalation point for complex quality-related questions and methodology disputes

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Lead calibration sessions to align monitoring results across the team

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Resolve disagreements related to monitoring results or evaluation methodology

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Identify trends, recurring mistakes, and systemic quality issues within the assigned scope

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Prepare quality insights, summaries, and action plans for stakeholders

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Support the implementation of new QA methodologies, monitoring scenarios, and process updates

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Participate in QA automation and process-improvement initiatives

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Provide data-driven recommendations to QA management based on monitoring results

Skills, Knowledge & Expertise

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3+ years of experience in Customer Support, Quality Assurance, or Operational Excellence

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Proven experience in quality monitoring, evaluations, and calibration processes

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Experience coaching, mentoring, or formally coordinating the work of others

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Experience working in multi-team or multi-vendor (BPO) environments — preferred

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Strong knowl

📌 QA Group Lead (Ciudad de México)
🏢 inDrive
📍 Ciudad de México