Remoto: Trabajo híbrido

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 ResponsibilitiesLead a team of 5-7 QA Specialists within the assigned scopeDistribute and prioritize workload across the teamCoach, mentor, and develop QA Specialist competenciesMonitor individual and team performance against quality KPIsConduct regular 1:1s, team meetings, and performance reviewsConduct quality audits and second-level reviews of QA Specialist evaluationsEnsure consistent application of quality governance frameworks and evaluation standardsAct as the escalation point for complex quality-related questions and methodology disputesLead calibration sessions to align monitoring results across the teamResolve disagreements related to monitoring results or evaluation methodologyIdentify trends, recurring mistakes, and systemic quality issues within the assigned scopePrepare quality insights, summaries,



and action plans for stakeholdersSupport the implementation of new QA methodologies, monitoring scenarios, and process updatesParticipate in QA automation and process-improvement initiativesProvide data-driven recommendations to QA management based on monitoring resultsSkills, Knowledge & Expertise3+ years of experience in Customer Support, Quality Assurance, or Operational ExcellenceProven experience in quality monitoring, evaluations, and calibration processesExperience coaching, mentoring, or formally coordinating the work of othersExperience working in multi-team or multi-vendor (BPO) environments — preferredStrong knowledge of quality frameworks, monitoring methodologies, and calibration standardsExcellent analytical skills with the ability to identify trends and systemic patternsStrong written and verbal communication skills; ability to present findings clearlyDemonstrated ability to collaborate across functions and levels of the organizationProficiency with QA platforms, dashboards, reporting tools, and performance analytics systemsAbility to manage competing priorities and work effectively in a fast-paced environmentBilingual proficiency in Spanish and English (spoken and written)Job BenefitsCompetitive salary:Hybrid work modelOpportunities for professional growth within a integral, fast-scaling companyExposure to international teams and cross-functional projects#J-18808-Ljbffr

📌 QA Group Lead Onsite - Full Time - Customer Service and Experience Mexico (Heroica Nogales)
🏢 InDrive Group
📍 Heroica Nogales