Operations Quality Lead

<p>We are building the Training &amp; Quality team to help our agents perform at their best.</p> <p>Our team is responsible for two closely connected things: we train people and we check how they apply that training in their day-to-day work. We look at quality, consistency, performance, and development areas — not just to evaluate people, but to help them grow and make our operations stronger.</p> <p>Now we are looking for our first QA Lead. This person will help us build the QA function from the ground up: define how we check quality, what good performance looks like, how we give feedback, and how we turn quality insights into better training, coaching, and processes.<br><br></p> <h4><strong>The Operations Quality Lead is responsible for:</strong></h4> <ul> <li>Building the QA function from scratch within the Training &amp; Quality team.</li> <li>Creating clear quality standards, scorecards, evaluation criteria, and calibration processes.</li> <li>Running quality checks and audits to identify patterns, gaps, risks, and improvement areas.</li> <li>Setting up QA KPIs and regular reporting for agents, teams, and quality processes.</li> <li>Working closely with Training, Operations, Team Leads, and other stakeholders to make sure quality insights are actually used and not just reported.</li> <li>Turning QA findings into practical actions: better training, coaching, feedback, and process improvements.</li> <li>Hiring, leading, and developing the QA team as the company continues to grow.<br><br></li> </ul> <h4><strong>Challenges that await you:</strong></h4> <ul> <li>You will be the first QA Lead, so many things will need to be built from zero.</li> <li>You will work with a growing team of agents, which means a lot of people, data, feedback, and moving parts.</li> <li>You will need to balance empathy and performance: support people, but also build accountability and high standards.</li> <li>You will have a real opportunity to shape how quality, training, and performance management work at scale.<br><br></li> </ul> <h4><strong>What makes you a great fit:</strong></h4> <ul> <li>You have experience in Quality Assurance, Quality Operations, Training Quality, Customer Operations Quality, Service Quality, Operations Excellence, Performance Management, or a similar role.</li> <li>You have worked in a high-volume operational environment with large teams, structured workflows, quality checks, performance metrics, and feedback loops.</li> <li>Experience in customer support, sales operations, marketplace operations, call center operations, back-office operations, service operations, or other agent-based operational environments is a strong plus.</li> <li>You have experience leading people or building a team, and you know how to create a strong, supportive, and high-performing team culture.</li> <li>You are comfortable working with data and can turn metrics, trends, and observations into clear insights and actions.</li> <li>Advanced or conversational Spanish and English is required.<br><br></li> </ul> <p><strong>Our ways of working:</strong><strong><br></strong></p> <div class="t396__elem tn-elem tn-elem__7327515811698693224706" data-elem-id="1698693224706" data-elem-type="text" data-field-top-value="430" data-field-left-value="271" data-field-height-value="312" data-field-width-value="634" data-field-axisy-value="top" data-field-axisx-value="left" data-field-container-value="grid" 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data-field-width-value="598" data-field-axisy-value="top" data-field-axisx-value="left" data-field-container-value="grid" data-field-topunits-value="px" data-field-leftunits-value="px" data-field-heightunits-value="px" data-field-widthunits-value="px" data-field-textfit-value="autoheight" data-field-top-res-320-value="1747" data-field-left-res-320-value="10" data-field-width-res-320-value="303" data-field-container-res-320-value="grid" data-field-top-res-480-value="1670" data-field-left-res-480-value="80" data-field-height-res-480-value="338" data-field-width-res-480-value="321" data-field-container-res-480-value="grid" data-field-top-res-640-value="1239" data-field-left-res-640-value="65" data-field-width-res-640-value="489" data-field-top-res-960-value="1087" data-field-left-res-960-value="150" data-fields="top,left,width,height,container,axisx,axisy,widthunits,leftunits,topunits"> <div class="tn-atom"> <ul> <li><strong>Innovative Spirit: </strong>A commitment to creativity and groundbreaking solutions.</li> <li><strong>Honest Feedback:</strong> valuing open, transparent communication.</li> <li><strong>Supportive Team:&nbsp;</strong>a strong, collaborative community.</li> <li><strong>Celebrating Achievements:&nbsp;</strong>recognizing our wins together.</li> <li><strong>High-Tech Environment:</strong> a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances.</li> </ul> </div> </div> </div> </div> </div> </div>