QA Lead
hace 11 horas
The QA Lead is responsible for designing, owning, and continuously improving the User Support quality system, ensuring that quality data is translated into clear insights, process improvements, and measurable performance gains. The role operates within an AI-powered evaluation model, while maintaining a holistic view of quality that includes tools, processes, people, and decision-making.
Key Responsibilities:
Quality System Ownership
Own and evolve QA scorecards across channels (email, chat, calls.Define and maintain quality standards across languages and workflowsEnsure consistency and scalability of the QA frameworkQuality Analysis & Process Improvement
Identify areas of improvement and performance gapsConduct root cause analysis on recurring quality issuesIdentify support processes that require improvementSupport implementation and ongoing monitoring with Ops and Training teamsQA Tools, AI & Macros
Validate the accuracy and reliability of the AI-based evaluation systemPerform targeted human audits (sampling, edge cases)Evaluate and improve the quality and effectiveness of macros and predefined responsesAbout you:
Strong background in QA, Quality Operations, or Customer SupportExperience with scorecards, quality metrics, and performance analysisComfortable working in data-driven, high-volume environmentsStrong analytical, process-improvement, and stakeholder communication skillsExperience with AI-based QA systems is a plusBenefits & Perks:
Attractive compensation package consisting of base salary and the potential to earn a significant bonus for top performanceOpportunity to have a real impact in a high-growth global category leader40% discount on all Fever events and experiencesWork in a location in the heart of MadridHome-office friendlyHealth insuranceGympass membershipEnglish LessonsOther benefits such as Flexible remuneration with a 100% tax exemption through Cobee and the possibility to receive in advance part of your salary by Payflow.Responsibility from day one and professional and personal growthGreat work environment with a young, international team of talented people to work with#LI-Hybrid
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