QA Lead

The QA Lead is responsible for designing, owning, and continuously improving the User Support quality system, ensuring that quality data is translated into clear insights, process improvements, and measurable performance gains. The role operates within an AI-powered evaluation model, while maintaining a holistic view of quality that includes tools, processes, people, and decision-making.

Key Responsibilities:

Quality System Ownership

• Own and evolve QA scorecards across channels (email, chat, calls.


• Define and maintain quality standards across languages and workflows


• Ensure consistency and scalability of the QA framework
  
  

Quality Analysis & Process Improvement

• Identify areas of improvement and performance gaps


• Conduct root cause analysis on recurring quality issues


• Identify support processes that require improvement


• Support implementation and ongoing monitoring with Ops and Training teams

QA Tools, AI & Macros

• Validate the accuracy and reliability of the AI-based evaluation system


• Perform targeted human audits (sampling, edge cases)


• Evaluate and improve the quality and effectiveness of macros and predefined responses
  

About you:

• Strong background in QA, Quality Operations, or Customer Support


• Experience with scorecards, quality metrics, and performance analysis


• Comfortable working in data-driven, high-volume environments


• Strong analytical, process-improvement, and stakeholder communication skills


• Experience with AI-based QA systems is a plus

Benefits & Perks:

• Attractive compensation package consisting of base salary and the potential to earn a significant bonus for top performance


• Opportunity to have a real impact in a high-growth global category leader


• 40% discount on all Fever events and experiences


• Work in a location in the heart of Madrid


• Home-office friendly


• Health insurance


• Gympass membership


• English Lessons


• Other benefits such as Flexible remuneration with a 100% tax exemption through Cobee and the possibility to receive in advance part of your salary by Payflow.


• Responsibility from day one and professional and personal growth


• Great work environment with a young, international team of talented people to work with!

#LI-Hybrid