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Tier-1 brand, metro location, and mid-level generalist QA role increase candidate competition.
Transferable across CX and contact-center industries, but QA leadership experience limits cross-industry mobility.
Explicit four-year leadership and two-year quality-leader requirements make shortlisting highly strict.
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Lead and manage a team of up to 15 QA Auditors, overseeing daily QA operations and ensuring quality standards adherence.
Identify operational and process gaps through QA findings and collaborate with cross-functional teams to address them.
Manage resource allocation and workflows to meet service-level agreements while driving both rapid improvements and long-term strategic initiatives.
Minimum 4 years of team leadership experience; specifically, at least 2 years as a quality leader.
Proficiency in data analysis using Google Sheets or Excel to make data-driven decisions.
Ability to work in a hybrid setting with in-office presence 2-3 days per week or as needed.
Work Experience Required: At least 4 years leadership experience with quality leadership included.
Experienced quality leader skilled at balancing operational oversight with strategic process improvements.
Data-driven decision maker comfortable interpreting and manipulating data to influence team performance.
Capable of mentoring and coaching a team while maintaining accountability and fostering continuous growth.