The 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 inDrive's CS Operational Excellence department, and reports directly to the QA Manager. • Lead a team of 5–7 QA Specialists within the assigned scope • Distribute and prioritize workload across the team • Coach, mentor, and develop QA Specialist competencies • Monitor individual and team performance against quality KPIs • Conduct regular 1:1s, team meetings, and performance reviews • Conduct quality audits and second-level reviews of QA Specialist evaluations • Ensure consistent application of quality governance frameworks and evaluation standards • Act as the escalation point for complex quality-related questions and methodology disputes • Lead calibration sessions to align monitoring results across the team • Resolve disagreements related to monitoring results or evaluation methodology • Identify trends, recurring mistakes, and systemic quality issues within the assigned scope • Prepare quality insights, summaries, and action plans for stakeholders • Support the implementation of new QA methodologies, monitoring scenarios, and process updates • Participate in QA automation and process-improvement initiatives • Provide data-driven recommendations to QA management based on monitoring results • 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) • Help us challenge injustice by creating fair choices for millions of people across 47 countries. • Develop your professional skills with access to mentoring, career consulting, and learning programs. • Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program. • Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects. • Work alongside people who take initiative, speak openly, and challenge themselves to grow. • Improve your language skills through co-financed courses and internal speaking clubs. Final benefits may vary depending on the location.