IJP Customer Care - QA Lead

Job Description:

The QA Lead is responsible for leading and developing a team of QA Coaches within a designated Customer Care English Market. This role ensures that all QA evaluations and coaching are delivered with consistency, accuracy, and fairness while driving continuous improvement in customer experience, compliance, and operational effectiveness. As a QA Lead, you will act as the key quality owner for your marketanalyzing trends, aligning with Operations and Learning & Development, and providing actionable insights that influence business performance. You will be accountable for the quality of QA Coaches’ work, the professional growth of your team, and ensuring that your market meets and exceeds its QA targets.

Core Responsibilities:

Leadership & Team Management

• Lead, coach, and develop a team of QA Coaches, ensuring they deliver accurate evaluations and effective coaching.
• Conduct regular performance reviews, calibration sessions, and feedback meetings with QA Coaches.
• Act as a role model for the QA team by demonstrating best practices, professionalism, and adherence to policies.
• Ensure workload distribution across the QA Coach team is balanced and aligned with business priorities.
  
  
  

• Review and validate QA Coaches’ evaluations to ensure consistency, accuracy, and fairness.
• Own the QA scorecard and KPIs for the assigned market, ensuring alignment with global standards.
• Analyze quality results, identify trends, and recommend actionable strategies for improvement.
• Conduct deep dives into recurring errors, escalations, and underperforming areas to identify root causes and solutions.
  
  
  

• Ensure QA Coaches are delivering impactful one-on-one and group coaching sessions with agents.
• Support the professional development of QA Coaches by providing training, mentoring, and career growth opportunities.
• Partner with L&D and Senior Leaders to close skill gaps and support award/recognition programs for agents.
  
  
  

• Work closely with Operations leaders to align on quality objectives and address emerging trends.
• Partner with Learning & Development to support onboarding, training content, and knowledge management improvements.
• Collaborate regularly with the Global QA team to ensure calibration, share best practices, and implement global initiatives.
• Present QA insights, reports, and recommendations to leadership, influencing business decisions at the market level.
  
  
  

• Develop and implement strategies to improve quality outcomes and enhance customer satisfaction.
• Benchmark against industry best practices and recommend enhancements to processes, tools, and standards.
• Drive market-level initiatives that reduce errors, improve compliance, and elevate the overall customer experience.
• Act as the market-level quality owner, ensuring QA contributes to achieving Customer Care KPIs.