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 mul

📌 QA/QC MANAGER (Ciudad de México)
🏢 inDrive
📍 Ciudad de México