About the role: As QA Lead, you will own the quality of every customer interaction across the Arcavindi CX. This is a newly created role - one that does not exist yet and that we are building from the ground up. You will design and maintain our QA framework, calibrate standards across all language teams, and ensure that the insights you generate directly improve how our agents communicate with customers every day.
This role is all about rigour, consistency, and impact. You will be the quality standard-bearer for a fast-scaling European operation spanning five languages, multiple sites, and thousands of customer interactions each week.
Getting Started...
Learn our systems, tools, and customer communication channels across all active markets.
Build strong working relationships with Team Leaders and agents across all language teams.
Understand our current quality landscape, identify gaps, and begin designing the QA framework.
Establishing Your Impact...
Launch and roll out the Arcavindi CX QA framework across all language teams.
Run calibration sessions with Team Leaders to establish consistent scoring across markets.
Begin producing weekly QA reports that give leaders a clear picture of quality by team, by language, and by issue type.
Driving Excellence...
Build a pipeline of QA Evaluators from within the agent population to scale quality coverage as the team grows.
Close the loop between quality findings and training - what you find should directly shape how agents are coached and developed.
Contribute to a culture where quality is everyone's responsibility, not just yours.
Key Goals and Objectives:
Design, launch, and continuously improve the Arcavindi CX QA framework across all markets and languages.
Maintain consistent quality standards across all teams, with calibration sessions ensuring Team Leaders score to the same bar.
Deliver weekly QA reporting that gives the Head of CX and Team Leaders the insight they need to act.
Ensure QA findings feed directly into agent coaching, training content, and onboarding materials.
Develop QA Evaluators from within the team to build language-specific quality coverage at scale.
Key Responsibilities:
Own the QA framework end-to-end - scoring criteria, evaluation forms, and quality standards across all markets and languages.
Conduct a minimum of 3 QA evaluations per agent per week across all language teams.
