QA Group Lead – Egypt
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.
Team Leadership & People Management
Operational Excellence & Process Improvement
Experience
Nice to Have
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.
- 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.
- 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.
- 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.
- 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.
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.
- 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.
