QA Group Lead

Department: Customer Service Operational Excellence

Employment Type: Full Time

Location: Mexico

Description

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

- 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 general, fast-scaling company
- Exposure to international teams and cross-functional projects

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