QA Team Lead, Customer Experience

About the role

HarZa Group builds and scales direct-to-consumer health and wellness brands, and is hiring a QA Team Lead to own the quality standard for Customer Experience across its two brands and lead the evaluators who enforce it. The role is fully remote, pays USD 24,000 to 30,000, and sits within the 8am to 12pm EST collaboration window.

Key responsibilities

• Define quality standards in writing with the Head of CX and leadership, and rebuild the scoring rubric to weigh accuracy, policy compliance, retention behavior and resolution completeness
• Lead the evaluators: set coverage quotas, run calibration sessions, review and develop their work, and take accountability for their output
• Ensure recordings and conversations exist and that sample sizes are representative by brand, channel and agent
• Turn findings into targeted coaching plans with team leads, escalate critical violations with evidence, and support new-hire ramp-up
• Run a recurring read on customer confusion, failing scripts and policy gaps, with recommendations

Required profile

• 4+ years in QA, CX compliance or CS supervision, with at least 2 years leading others (evidence of managing evaluators or agents)
• Experience building or rebuilding a QA rubric from scratch and getting leadership agreement
• Hands-on experience evaluating voice and written interactions; phone call auditing is required
• DTC or e-commerce background, ideally with subscriptions, recurring billing, refunds and retention; health and wellness experience is a plus
• Analytical ability to quantify patterns in qualitative data and defend them
• Clear written English and a decision-making style that states the problem, root cause, options and recommendation

Required skills

• Familiarity with a helpdesk platform and a telephony platform at configuration level (stack includes Richpanel, Checkout Champ, AirCall, ClickUp and Slack)

What we offer

• Fully remote, international contractor position with direct access to CX and company leadership
• Wellness stipend, performance bonus, paid time off, sick leave and parental leave