IJP: Senior Quality Assurance Lead

Job Description:

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.

• Oversee QA scorecard performance across maultiple English-speaking markets, ensuring alignment with global standards.
• Validate and calibrate QA Leads evaluations and reports to ensure consistency across regions.
• Identify cross-market trends, root causes of quality issues, and recommend systemic improvements.
• Own the English markets QA targets, ensuring that quality, compliance, and customer satisfaction KPIs are consistently met or exceeded. 
  

Cross-Functional Collaboration

• Act as the primary quality contact for senior Operations leaders across multiple English-speaking markets.
• Partner with Learning & Development to align training content with quality insights and agent development needs.
• Collaborate with Global QA to ensure consistency, share best practices, and implement global quality initiatives across regions.
• Present market-wide QA performance updates, insights, and recommendations to senior leadership.
  

Continuous Improvement & Innovation

• Develop and execute market-wide quality improvement strategies, ensuring customer experience standards remain best-in-class.
• Benchmark quality practices against global industry standards and implement innovative approaches where relevant.
• Lead large-scale initiatives to reduce systemic errors, improve compliance, and strengthen the overall customer journey.
• Drive harmonization of QA processes across English-speaking markets to achieve consistency and efficiency.

Governance & Reporting

• Own and manage calibration sessions across all English-speaking markets to ensure fairness and accuracy in QA practices.

• Deliver consolidated QA reports, insights, and recommendations to management and stakeholders.

• Ensure QA frameworks, tools, and methodologies are applied consistently and effectively across markets.