Quality Assurance (QA) Team Lead [Aplica ya]...

UnifyCX is growing and looking for a Quality Assurance (QA) Team Lead to join our motivated and ambitious team in Barranquilla.

What Will You Do?

This role is responsible for ensuring that customer interactions meet company standards and client expectations by coaching, mentoring, and managing a team of QA Analysts. The QA Team Lead plays a critical role in driving continuous improvement in service delivery, ensuring compliance with processes, and enhancing the overall customer experience.

Key Responsibilities

• Supervise, coach, and develop a team of Quality Analysts to ensure consistent monitoring and evaluation of agent performance.
• Lead daily, weekly, and monthly QA activities, ensuring adherence to company policies, procedures, and client‑specific requirements.
• Analyze QA data to identify performance trends, root causes, and opportunities for process improvement.
• Provide regular feedback and actionable insights to Operations, Training, and HR to support agent performance improvement.
• Conduct calibration sessions with QA Analysts, Trainers, and Operations Leaders to maintain scoring consistency.
• Prepare and deliver reports on QA metrics and results to leadership and stakeholders.
• Participate in client meetings and presentations regarding quality performance and improvement initiatives.
• Ensure compliance with all regulatory and company standards.
• Foster a culture of accountability, continuous learning, and high performance within the QA team.

Who are you?

The ideal candidate is a proactive leader who thrives in a fast‑paced environment and is passionate about driving service excellence. They bring strong problem‑solving skills, the ability to collaborate effectively across teams, and a keen eye for detail that ensures consistency and accuracy in every customer interaction. This person is motivated by continuous improvement, takes initiative to identify solutions, and inspires their team to achieve high standards of quality and performance.

Required Experience & Skills

Who We Are

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI‑driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority‑owned business and an EOE employer that welcomes diversity.

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