We are seeking a Quality & Process Improvement Lead to join our Support Operations team. This role will be pivotal in driving the transformation of our Support team from L1 to L2 capabilities, ensuring higher autonomy, reduced escalations, and consistently excellent customer experiences.

You will lead the quality strategy, build frameworks that raise the bar for service delivery, and design processes that allow the team to handle increasingly complex cases. The ideal candidate combines strong analytical skills with a passion for continuous improvement and a hands-on approach to implementing change.

Key Responsibilities

• Lead the quality strategy for the Support team, aligning processes and standards with the goal of transforming the team from L1 to L2 capabilities.
   
• Develop and maintain quality frameworks, including audit guidelines, evaluation criteria, and QA scorecards.
   
• Design, update, and optimize Support process playbooks, enabling the team to resolve complex cases while minimizing unnecessary escalations to ClientOps, Tech, and Finance.
   
• Monitor and analyze quality data across all channels, conducting deep dives to identify trends, recurring issues, and improvement opportunities.
   
• Drive process improvement projects targeting Contact Rate reduction, SLA compliance, increased First Contact Resolution (FCR), and higher CSAT.
   
• Lead change management initiatives, ensuring new processes and standards are adopted effectively by the Support team.
   
• Partner with Support leadership to align quality insights with training, coaching, and workforce development.

Requirements

• Bachelor’s degree in Business, Operations, Engineering, or related field.
   
• 4+ years of experience in Quality, Process Improvement, or Operations within Support/Customer Service environments.
   
• Proven experience building QA frameworks and running quality programs.
   
• Strong process optimization skills (experience with Lean, Six Sigma, or similar methodologies is a plus).
   
• Solid analytical capabilities with ability to use data to influence decisions and priorities.
   
• Excellent communication and facilitation skills; able to gain buy-in from leadership and frontline teams.
   
• Hands-on mindset: able to design, document, and implement process improvements directly.

Nice to Have

• Experience in a fast-paced, 24/7 operations environment.
• Experience managing CRM/Support platforms is a plus.
• Prior leadership experience (leading QA/process specialists or analysts).
• Spanish is a plus.