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 in Drive'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 & 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 BenefitsCompetitive salary:Hybrid work modelOpportunities for professional growth within a integral, fast-scaling companyExposure to international teams and cross-functional projects

📌 Qa Lead - (Ciudad de México)
🏢 inDrive
📍 Ciudad de México