Quality Control Team Lead

TrueGroup is seeking an experienced Quality Control Team Lead to manage and elevate the performance of their QC department. This role is crucial for ensuring accuracy, fairness, and consistency of evaluation and calibration processes across the Support organization. The ideal candidate is a strong leader with excellent analytical skills and the ability to mentor a high-performing team.

• Lead daily operations of the QC team, ensuring balanced workload distribution across QC Managers and Specialists
• Conduct regular 1:1 meetings, provide feedback, and perform performance evaluations
• Oversee QC sample coverage across all Support teams and track monthly KPIs
• Conduct regular calibration sessions to ensure alignment between team members and review QC Managers scoring
• Plan and deliver training for QC Managers and Support Team Leads to improve QC and coaching skills
• Supervise and review evaluation-related disputes between agents and QC Managers
• Prepare weekly and monthly QC performance reports including coverage, consistency, and key trends
• Create and update QC guidelines, evaluation rubrics, calibration standards, and internal documentation
• Research, test, and implement AI-driven and automation tools to boost QC speed and accuracy
• Serve as primary communication link between QC, Support Team Leads, and L&D
• Monitor individual and team QC KPIs and present results to management quarterly

• 2+ years of experience in Quality Control, Customer Support QA, or similar role
• Proven leadership experience as Team Lead, Senior QC, or similar position
• Strong analytical skills and attention to detail
• Excellent communication and feedback-giving abilities
• Experience with QA tools, scorecards, calibration processes, and reporting
• Ability to manage multiple priorities in a fast-paced environment

• Flexible working hours and remote work setup
• Unlimited vacation days and paid sick leave
• Competitive compensation reflecting skills and expertise
• Employee referral bonus and gifts for special occasions
• 50% financial support for learning expenses
• Wellness benefits including yoga classes and gym memberships
• Co-working space reimbursement
• Positive atmosphere with team-building activities