Team Lead, Quality Analyst, Product Support Operations

📋 Description

• Own UIQ quality scores across all verticals at your site, driving teams to meet and sustain a
• Serve as the final escalation layer for Disputes at your site, ensuring fair, consistent, and well
• Review quality trends for each vertical at your site, identifying patterns and surfacing risks
• Complete case work to stay close to the day to day realities of the verticals’ subject matter and
• Participate in calibration sessions across verticals to drive alignment and consistency in scoring
• Help lead rubric updates and contribute to the continuous evolution of our quality framework

🎯 Requirements

• Experience coaching or leading teams, with a demonstrated ability to manage and develop individual
• Prior experience in a QA or quality assurance capacity within a product support or customer service
• Experience mentoring others and delivering constructive, growth-oriented feedback
• Proven subject matter expertise in product support or customer service operations
• Ability to work cross-functionally across multiple teams or verticals to drive results and foster
• Strong analytical skills — able to identify trends in quality data and translate them into clear