Job Description

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 workflows
  • Ensure consistency and scalability of the QA framework

    • Quality Analysis & Process Improvement

  • Identify areas of improvement and performance gaps
  • Conduct root cause analysis on recurring quality issues
  • Identify support processes that require improvement
  • Support implementation and ongoing monitoring with Ops and Training teams

    • QA ...

    Apply for this Position

    Ready to join FeverUp? Click the button below to submit your application.

    Submit Application