QA Group Lead

QA Group Lead

Department: Customer Service Operational Excellence

Employment Type: Full Time

Location: Egypt

Description

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.

Key Responsibilities

Team Leadership & People Management

• 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.

Quality Assurance & Monitoring

• 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.

Operational Excellence & Process Improvement

• 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.

Cross-Functional Collaboration

• Coordinate corrective actions with Operations for performance improvement.

• Partner with Training to identify coaching priorities and training needs.

• Collaborate with Content Management on knowledge gaps and content improvements.

• Escalate unclear or inconsistent policies to the Policy team.

• Share quality insights with Automation/Product teams for process optimization.

• Support Analytics with reporting and analysis of quality performance data.

Stakeholder Communication

• Deliver regular updates on quality performance within the assigned scope.

• Present quality insights, trends, recurring issues, and improvement recommendations.

• Support the QA Manager with KPI reporting and operational planning.

• Coordinate with BPO partner teams within the assigned scope where applicable.

Regional & Scope Ownership

• Monitor quality KPIs for the assigned region, workflow, or operational scope.

• Ensure consistent application of standardized QA methodologies and evaluation criteria.

• Support quality consistency across internal and outsourced operations.

Skills, Knowledge & Expertise

Experience

• 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.

Knowledge & Skills

• 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 organisation.

• Proficiency with QA platforms, dashboards, reporting tools, and performance analytics systems.

• Ability to manage competing priorities and work effectively in a fast-paced environment.

Nice to Have

• Experience in a formal people-management or team-lead capacity.

• Familiarity with QA automation tools and process optimization frameworks.

• Background in ride-hailing, delivery, or marketplace operations.