We are looking for an experienced and detail-oriented Customer Care QA Team Leader to oversee the quality assurance process within our Customer Care department.

The QA Team Leader will be responsible for managing the QA team, developing quality guidelines, ensuring consistent evaluation processes, and driving continuous improvement in customer interactions.

The perfect candidate will possess strong leadership skills, a passion for quality, and the ability to analyze performance data to enhance service delivery.

• Lead and manage the QA team, including assigning tasks, providing constructive feedback to QA analysts, and supporting their development through calibration and alignment meetings.
• Develop, implement, and maintain quality assurance procedures and standards for the customer care processes.
• Work closely with our QA platform third party to manage all communications, identify and coordinate our needs, and oversee the implementation of improvements to enhance QA processes.
• Collaborate with Customer Care Managers and Training teams to align QA processes with company objectives and customer satisfaction goals.
• Create and maintain QA scorecards, monthly workloads, and reports to track team performance.
• Monitor and evaluate customer interactions to ensure adherence to customer care guidelines and quality standards while analyzing QA data and trends to identify areas for improvement and recommend actionable insights.
• Stay up-to-date with industry best practices and technological advancements in customer care and QA.

• At least 3 years of experience in a QA role within a Customer Care environment, preferably in a tech company.
• Demonstrated experience in a leadership role, including the ability to guide and develop a team, drive performance improvements, and foster a culture of continuous learning and accountability.
• Excellent communication and interpersonal skills in English, both written and verbal - a must.
• Strong analytical skills with the ability to interpret data and generate insights.
• Ability to provide constructive feedback and coach team members effectively.
• Proficiency in QA tools, CRM systems, and reporting platforms.
• Detail-oriented mindset with a focus on quality and customer satisfaction.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

At Fiverr, we’re not about checklists. If you don’t meet 100% of the requirements for this role but still feel passionate about the position and think it’ll make your life more fulfilling, we want to hear from you.

At Fiverr, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law. In addition, Fiverr will provide accommodation to individuals with disabilities or a special need.