Quality Assurance Team Leader

About this role

Role Summary We are seeking an experienced and highly motivated Quality Assurance Team Lead to head our Vendor Operations QA team. In this role, you will lead a team of QA Analysts responsible for auditing interactions across Vendor Operations and multiple communication channels (chat, call, and email). Your primary goal is to oversee daily operational activities, ensure audit targets are consistently met, and drive continuous improvement in the overall customer, vendor, and rider experience.

By partnering with international BPO teams and internal stakeholders, you will foster a culture of quality, provide actionable coaching to your team, and implement strategies to ensure strict compliance with company policies and SOPs. Key Responsibilities: Team and Operational Leadership Lead the daily operational activities of the Vendor Operations QA team, managing resources, capacity planning, and the implementation of training strategies.

Organize and conduct weekly 1-on-1 meetings, team meetings, and short daily check-ins to ensure alignment and team engagement. Motivate, coach, and support QA Analysts to enhance their individual performance, productivity, and evaluation accuracy. Quality Assurance & Auditing Oversight Ensure team audit targets are met while continuously monitoring key quality metrics (e.g., AHT, audit completion rates, and evaluation accuracy).

Oversee the evaluation of client interactions, content management, and partner care activities across chat, call, and email. Perform spot checks on QA evaluations and lead regular calibration sessions to ensure consistent evaluation standards across internal teams and external partners. Manage complaint-handling processes and apply effective problem-solving techniques to resolve escalations. Root Cause Analysis & Continuous Improvement Guide the team in conducting deep-dive analyses to identify process gaps and the root causes of customer, vendor, and rider dissatisfaction.

Collaborate with internal stakeholders and cross-functional teams to design and implement service improvement initiatives that drive SAT (Satisfaction) performance. Oversee the process of providing constructive feedback and coaching support to frontline agents through their respective team leaders. Administration, Reporting, & Stakeholder Management Track, analyze, and report quality trends at both the team and individual levels.