Senior Quality Team Lead - Costa Rica

About the Role

Global Quality has evolved to set up an efficient, effective, and scaled Quality program that delivers the right outcomes for the business. As part of this organization, we have activated the Operations pillar, dedicated to driving quality excellence through audit execution, calibration, root cause analysis, and actionable insights that help improve the customer and earner experience.

As a Team Lead II, you'll lead a team of Team Leads, driving operational excellence, fostering leadership growth, and ensuring strategic alignment across multiple lines of business and geographies. You'll be a key connector between global Quality leadership, cross-functional partners, and on-the-ground QA operations-translating business priorities into action and ensuring consistent execution across the org. This role offers significant visibility, influence, and impact on how we deliver Quality at scale.

What You'll Do

• Lead engagement activities to build a strong team culture and alignment.
• Conduct team huddles to cascade updates and ensure operational clarity.
• Oversee day-to-day administrative tasks, ensuring operational continuity.
• Manage performance of Team Leads, providing coaching and development feedback.
• Conduct regular 1:1s with Team Leads to track progress and support growth.
• Drive succession planning for Team Leads to ensure future leadership readiness.
• Lead internal business reviews, tracking progress against key objectives.
• Conduct CST performance assessments to ensure operational effectiveness.
• Manage non-supported platform activities, including queue creation/management and deep dives for process improvements.
• Participate in project kick-offs, aligning QA strategy to business needs.
• Attend and represent QA in global and regional business reviews (BRs/KNYs).
• Lead and participate in skip levels and focus groups to gather actionable insights from the broader QA org.
• Manage intake of new initiatives, ensuring prioritization and resourcing.
• Oversee upkeep of QA Operations SOPs, ensuring processes remain current and scalable.
• Identify and mitigate operational risks proactively.
• Represent QA in cross-functional projects, ensuring quality objectives are embedded into business initiatives.
• Ensure communication cascade and global alignment of Quality strategy and priorities.

• 1+ years of experience as a Service Quality Team Lead I or similar roles.
• Strong operational acumen and ability to balance tactical execution with strategic thinking.
• Excellent stakeholder management skills, with experience influencing at multiple levels.
• Strong communication skills in Spanish and English.
• Intermediate proficiency in Excel and/or Google Sheets - able to create and manage reports, use formulas for data analysis, and interpret trends to support decision-making.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.

• Experience in service quality or operational excellence functions.
• BPO experience.
• LSS knowledge.