Team Lead Quality Assurance Support Excellence

Skills

About the Role

You will define the long-term quality assurance vision and lead the transition from manual reviews to AI-led evaluation. You will build QA frameworks, scoring methods, calibration processes, governance, documentation, and compliance controls. You will translate insights into improvements in customer outcomes, manage QA tooling and vendors, track performance metrics, and mentor QA specialists.

Requirements

• 7+ years of experience in Quality Assurance or Support
• 5+ years of experience leading QA teams
• Experience designing and implementing successful AI-led QA solutions
• Expertise in QA frameworks, scoring systems, analytics, root cause analysis, calibration, coaching, and audit readiness
• Experience working in a regulated environment with compliance, controls, and documentation requirements
• Strategic and data-driven decision-making skills
• Ability to communicate complex concepts clearly and lead transformation
• Work authorization in the United States without needing new visa sponsorship

Responsibilities

• Define the long-term QA vision and transition to AI-led evaluation
• Build QA frameworks, rubrics, scoring methodologies, and calibration processes
• Translate QA insights into improvements in CSAT, NPS, FCR, escalations, and reopened cases
• Lead and mentor 2–3 QA Specialists
• Design AI QA processes, evaluation frameworks, feedback loops, and continuous improvement mechanisms
• Establish training and continuous improvement for AI evaluation models
• Define QA coverage strategies and balance human and technology investments
• Track QA KPIs and connect quality insights to support performance
• Build scalable audit-ready processes with controls, reporting, risk mitigation, and documentation
• Own QA tooling and vendor management strategy

Benefits

• Equity in the form of RSUs
• 401(k)
• Health insurance
• Dental insurance
• Vision insurance