The Role
Leads 5–7 QA Specialists within Customer Support Operational Excellence. Responsibilities include workload prioritization, coaching, performance management, quality audits, calibration, methodology governance, dispute resolution, trend analysis, stakeholder reporting, process improvements, QA automation support, and data-driven recommendations.
Summary Generated by Built In
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.
Key Responsibilities
- 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
Skills, Knowledge & Expertise
- 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)
Job Benefits
- Competitive salary:
- Hybrid work model
- Opportunities for professional growth within a global, fast-scaling company
- Exposure to international teams and cross-functional projects
About
inDrive is a global tech company on a mission to challenge injustice through fair choices. We started in 2012 in the coldest city on Earth, when a group of friends created a way for people to agree on fair ride prices. That idea grew into one of the world’s top ride-hailing apps, now with 400M installs across 48 countries.Today, we offer more than rides: from freight and delivery to intercity travel and financial services, all designed to put people first. We are committed to having a positive impact on people’s lives both through our core business, which supports local communities via a fair pricing model; and through the work of our impact programs. Ready to ignite your inner drive?
Skills Required
- 3+ years of experience in Customer Support, Quality Assurance, or Operational Excellence
- 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
- Strong knowledge of quality frameworks, monitoring methodologies, and calibration standards
- Strong analytical skills with the ability to identify trends and systemic patterns
- Strong written and verbal communication skills, including presenting findings clearly
- Ability to collaborate across functions and organizational levels
- 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 spoken and written Spanish and English
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The Company
What We Do
inDrive is a global IT and transportation platform inDrive is one of the world’s fastest growing online ride-hailing services. Its services are available in over 749 cities in 46 countries throughout the world. The Company’s app has been downloaded over 150 million times. inDrive offers other services, including intercity transportation, freight and cargo services, as well as delivery services in different markets of operations. inDrive is based in Mountain View, California, and operates regional hubs in the Americas, Asia, the Middle East, Africa and the countries of the CIS, and employs over 2,000 people. In early 2021, inDrive achieved unicorn status after closing a $140m investment round with Insight Partners, General Catalyst, and Bond Capital, which valued the company at $1.23 billion.
