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Strong employer brand, metro location, and a common QA managerial role increase candidate competition.
QA leadership skills transfer across industries but require QA-specific experience, so medium sensitivity.
Explicit 8+ years leadership and 5+ years QA experience requirement makes shortlisting strict.
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Lead and manage a QA team of up to 15 members including QA Auditors and a QA Supervisor, ensuring adherence to quality standards and fostering accountability.
Drive operational excellence by investigating complex cases, identifying trends, and collaborating cross-functionally to resolve policy, process, or product gaps.
Oversee resource allocation, workflow management, and KPI tracking; build reporting frameworks and dashboards using AI tools and speech analytics platforms.
Minimum 8 years of team leadership experience with at least 5 years in quality leader roles.
Experience managing quality programs supporting 500+ frontline agents; multi-site or global quality operations experience preferred.
Proficiency in data manipulation and analysis using Google Sheets/Excel to drive decisions.
Hybrid work requirement: in-office presence 2-3 days per week or as business needs dictate.
Experienced in leading sizeable quality assurance teams within fast-paced, customer experience focused organizations.
Comfortable balancing short-term operational demands with long-term strategic improvements and process optimization.
Data-driven leader capable of leveraging advanced reporting tools including AI and speech analytics to enhance quality outcomes.