Quality Assurance Lead

Job Description

Job Summary:

The Quality Assurance Lead supports quality monitoring and continuous improvement initiatives by providing actionable QA insights in close coordination with Operations. This role focuses on day-to-day quality analysis, coaching QA Analysts, and supporting action planning to improve overall performance.

Key Responsibilities

• Review and analyze QA results to identify common trends, errors, and improvement areas
• Share QA insights with Operations and support action planning based on findings
• Conduct root cause analysis and provide clear, practical recommendations
• Coach and guide QA Analysts to improve scoring accuracy and feedback delivery
• Participate in calibration sessions to ensure alignment on quality standards
• Attend Weekly and Monthly Business Review meetings as needed to share quality updates
• Maintain and update Q...