Jobs → QA & Testing → Quality Assurance Lead

About the Role We are looking for an experienced Quality Assurance Lead to lead QA operations in a contact center or customer service environment. Key Responsibilities • Develop and manage Quality Assurance Plans and evaluation scorecards • Lead QA analysts, quality reviews, and calibration sessions • Analyze quality trends and recommend process improvements • Prepare monthly QA reports, dashboards, and Corrective Action Plans (CAPs) • Collaborate with clients and operational leaders to improve service quality and performance Requirements • 7+ years of Quality Assurance experience in contact center, customer service, or operations • 3+ years of experience leading QA teams and supervising QA analysts • Expertise in QA frameworks, scorecards, evaluation methodologies, and governance • Experience reviewing calls, chats, emails, and back-office workflows • Strong skills in quality reporting, root cause analysis, calibration, and corrective action plans • Experience with dashboards, executive reporting, client presentations, and stakeholder management