QA Lead

We are building the Training & Quality team to help our agents perform at their best.

Our team is responsible for two closely connected things: we train people and we check how they apply that training in their day-to-day work. We look at quality, consistency, performance, and development areas — not just to evaluate people, but to help them grow and make our operations stronger.

Now we are looking for our first QA Lead. This person will help us build the QA function from the ground up: define how we check quality, what good performance looks like, how we give feedback, and how we turn quality insights into better training, coaching, and processes.

The QA Lead is responsible for:

• Building the QA function from scratch within the Training & Quality team.
• Creating clear quality standards, scorecards, evaluation criteria, and calibration processes.
• Running quality checks and audits to identify patterns, gaps, risks, and imp...