IJP : Senior Quality Assurance Lead

The Senior QA Lead is responsible for overseeing Quality Assurance across multiple English‑speaking Customer Care markets. This role provides leadership and guidance to multiple QA Leads, ensuring consistency, accuracy, and fairness of QA evaluations and coaching across regions. The Senior QA Lead acts as a key strategic partner to Operations, Learning & Development, and Global QA by driving quality standards, identifying cross‑market trends, and implementing best practices. This role ensures that quality outcomes are aligned with global standards while also addressing market‑specific needs. As a higher‑level leadership position, the Senior QA Lead is accountable for building QA Lead capability, ensuring calibration across markets, driving strategic initiatives, and delivering insights that influence customer experience, compliance, and operational performance at scale.

Core Responsibilities

Leadership & People Development

• Lead, mentor, and develop QA Leads across multiple English‑speaking markets.
• Ensure QA Leads provide effective coaching, leadership, and support to their QA Coach teams.
• Conduct performance reviews and career development planning with QA Leads.
• Foster a culture of continuous improvement, accountability, and collaboration across the QA function.

Quality Strategy & Oversight

Cross‑Functional Collaboration

Continuous Improvement & Innovation

Governance & Reporting

Seniority level

Employment type

Job function

Industries

#J-18808-Ljbffr