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 (México)
🏢 inDrive
📍 México