Jobs → QA & Testing → Quality Assurance Lead

About the Role We are seeking a Quality Assurance Lead to join our team. This role requires extensive experience in managing QA teams and implementing quality assurance programs in contact center, customer service, or operations environments. Key Responsibilities • Design, implement, and manage Quality Assurance programs, frameworks, methodologies, scorecards, and governance processes • Develop and maintain Quality Assurance Plans, including evaluation criteria, review schedules, calibration processes, remediation approaches, and reporting standards • Conduct and oversee quality reviews of calls, chats, emails, document processing, application processing, and associated operational workflows • Establish quality standards and audit methodologies to assess adherence to policies, procedures, program requirements, business rules, and compliance obligations • Analyze quality and operational data, identify trends and root causes, and develop actionable recommendations for performance improvement • Develop executive-level reports, dashboards, presentations, and continuous improvement recommendations • Manage client relationships, present findings, respond to requests, and influence process improvements Requirements • 7+ years of Quality Assurance experience in a contact center, customer service, or operations environment • 3+ years of experience leading and managing Quality Assurance teams, including direct supervision of QA analysts • Proven experience in designing, implementing, and managing Quality Assurance programs • Strong client relationship management skills • Experience presenting findings, responding to requests, and influencing process improvements