Quality Assurance Lead

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 QA repor...