Team Lead - Quality Assurance, Support Excellence
Core
Lead an AI-first Quality Assurance model to evaluate support interactions, drive CSAT/NPS improvements, and equip agents with actionable feedback for a financial technology platform.
Role type
Senior Team Lead, Quality Assurance (AI-focused)
Builds
AI-led evaluation frameworks, QA processes, and support quality strategies
Domain
Financial Technology (Payments) + AI/ML
Deliverable
production ML models | dashboards & analysis
Required skills
AI-led QA solution design, QA methodologies (frameworks, scoring, RCA, calibration), regulated environment compliance, strategic planning, data-driven decision making, team leadership (2-3 people)
Preferred skills
Experience with AI evaluation models, vendor management, automation leverage
Technologies
AI evaluation tools, QA automation platforms
Responsibilities
Define long-term QA vision transitioning to AI-led models; build and evolve QA frameworks and rubrics; translate insights into strategies improving CSAT/NPS/FCR; lead and mentor a small QA team; design AI QA strategy and feedback loops; establish training mechanisms for AI models; define QA coverage balancing human and tech investments; track QA KPIs linked to support performance; build scalable QA processes for audit readiness; establish calibration and governance structures; own QA tooling and vendor management; evolve processes to increase automation.
Seniority
Senior, hands-on IC with team leadership