Team Lead, Quality Analyst, Product Support Operations
Core
Lead a team of ~6 Quality Analysts to uphold quality standards across multiple support verticals, drive quality scores to 90%, and translate data into operational guidance.
Role type
Senior IC team lead (Quality Analyst, Product Support Operations)
Builds
Support quality frameworks, rubrics, and reporting systems for Stripe's global user base
Domain
Financial technology / Customer support operations
Deliverable
dashboards & analysis
Required skills
Team leadership, quality assurance, data analysis, cross-functional collaboration, performance management, rubric design, process improvement
Preferred skills
Quality reporting to leadership, calibration session facilitation, quality framework design, new process launches
Technologies
N/A
Responsibilities
Own UIQ quality scores across all verticals, serve as final escalation layer for disputes, review quality trends, complete case work, participate in calibration sessions, help lead rubric updates, drive quality program projects, deliver high-level quality reporting, manage and develop a team of ~6 analysts, set performance goals, coach and mentor individuals, foster team culture, support recruitment
Seniority
Senior, hands-on IC with people leadership
