inDrive

Global ride-hailing platform with fare negotiation

QA Group Lead

Customer ExperienceUpdated on Nov 13

Full-timeMexico City, CDMX, MexicoNo salary listedIn-person

About the Job

Requirements

At least 3 years of experience in Customer Support, Quality Assurance, or Operational Excellence.
Proven experience in quality monitoring, evaluations, and calibration processes.
Experience coaching, mentoring, or formally coordinating the work of others.
Strong knowledge of quality frameworks, monitoring methodologies, and calibration standards.
Strong analytical skills and the ability to identify trends and systemic patterns.
Strong written and verbal communication skills and the ability to present findings clearly.
Demonstrated ability to collaborate across functions and organizational levels.
Proficiency with QA platforms, dashboards, reporting tools, and performance analytics systems.
Ability to manage competing priorities and work effectively in a fast-paced environment.
Bilingual proficiency in spoken and written Spanish and English.

Responsibilities

Lead a team of 5–7 QA Specialists within the assigned scope.
Distribute and prioritize workload across the team.
Coach, mentor, and develop QA Specialist competencies.
Monitor individual and team performance against quality KPIs.
Conduct regular one-on-ones, team meetings, and performance reviews.
Conduct quality audits and second-level reviews of QA Specialist evaluations.
Ensure consistent application of quality governance frameworks and evaluation standards.
Act as the escalation point for complex quality-related questions and methodology disputes.
Lead calibration sessions to align monitoring results across the team.
Resolve disagreements related to monitoring results or evaluation methodology.
Identify trends, recurring mistakes, and systemic quality issues within the assigned scope.
Prepare quality insights, summaries, and action plans for stakeholders.
Support the implementation of new QA methodologies, monitoring scenarios, and process updates.
Participate in QA automation and process-improvement initiatives.
Provide data-driven recommendations to QA management based on monitoring results.

Desired Qualifications

Experience working in multi-team or multi-vendor (BPO) environments.

The Quality Assurance Group Lead combines advanced quality assurance expertise with people management, mentoring, and quality control — ensuring the consistency, accuracy, and effectiveness of quality evaluations within an assigned region, workflow, or operational scope. This role sits between QA Specialist and QA Manager, leading a team of 5–7 QA Specialists within inDrive's CS Operational Excellence department, and reports directly to the QA Manager.

Lead a team of 5–7 QA Specialists within the assigned scope
Distribute and prioritize workload across the team
Coach, mentor, and develop QA Specialist competencies
Monitor individual and team performance against quality KPIs
Conduct regular 1:1s, team meetings, and performance reviews
Conduct quality audits and second-level reviews of QA Specialist evaluations
Ensure consistent application of quality governance frameworks and evaluation standards
Act as the escalation point for complex quality-related questions and methodology disputes
Lead calibration sessions to align monitoring results across the team
Resolve disagreements related to monitoring results or evaluation methodology
Identify trends, recurring mistakes, and systemic quality issues within the assigned scope
Prepare quality insights, summaries, and action plans for stakeholders
Support the implementation of new QA methodologies, monitoring scenarios, and process updates
Participate in QA automation and process-improvement initiatives
Provide data-driven recommendations to QA management based on monitoring results

3+ years of experience in Customer Support, Quality Assurance, or Operational Excellence
Proven experience in quality monitoring, evaluations, and calibration processes
Experience coaching, mentoring, or formally coordinating the work of others
Experience working in multi-team or multi-vendor (BPO) environments — preferred
Strong knowledge of quality frameworks, monitoring methodologies, and calibration standards
Excellent analytical skills with the ability to identify trends and systemic patterns
Strong written and verbal communication skills; ability to present findings clearly
Demonstrated ability to collaborate across functions and levels of the organization
Proficiency with QA platforms, dashboards, reporting tools, and performance analytics systems
Ability to manage competing priorities and work effectively in a fast-paced environment
Bilingual proficiency in Spanish and English (spoken and written)

About the Company

inDrive

Global ride-hailing platform with fare negotiation

inDrive operates a global mobility and urban services platform that connects passengers with independent drivers through a fare-negotiation system. Riders propose a trip price, and nearby drivers can accept, decline, or counteroffer, creating a peer-to-peer ride-hailing model. The service has expanded to intercity rides, delivery and cargo, groceries, advertising, and driver-focused fintech within its app. Unlike typical ride-hailing apps that use fixed fares, inDrive enables price negotiation and direct driver-rider interaction, and it pursues growth through a venture arm that funds ride-hailing-adjacent startups in emerging markets. This broader strategy aims to build a super-app for urban and gig-economy needs, with the goal of offering a wide range of mobility and urban services in 48 countries.

Company size: 10,001+
Company stage: Debt Financing
Total funding: $532M
Headquarters: Mountain View, CA
Founded: 2012

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