Quality Assurance Lead, Trust & Risk

The Quality Assurance Lead will own and iterate QA processes, playbooks, rubrics, and sampling methods to ensure fair representative scoring across all user segments and channels. They will oversee the monitoring and assessment of customer service interactions across various channels to ensure compliance with company standards and policies, review and analyze quality metrics, customer feedback, and performance data to identify trends, issues, and areas for improvement, offer actionable insights and recommendations to improve service quality, operational efficiency, and customer satisfaction, and work closely with customer experience managers, training teams, and other stakeholders to address quality issues, develop best practices, and implement process improvements. Additionally, the role involves supervising and mentoring a team of Quality Assurance Specialists, holding regular calibration meetings to drive alignment and improvement, monitoring reviewer variance and ensuring consistency through audits and feedback loops, partnering with external vendor management to ensure consistent quality program delivery, and driving continuous improvements within customer satisfaction scores.