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The QA Lead is responsible for designing, owning, and continuously improving the User Support quality system, ensuring that quality data is translated into clear insights, process improvements, and measurable performance gains. The role operates within an AI-powered evaluation model, while maintaining a holistic view of quality that includes tools, processes, people, and decision-making.
Job Responsibility:
Own and evolve QA scorecards across channels (email, chat, calls
Define and maintain quality standards across languages and workflows
Ensure consistency and scalability of the QA framework
Identify areas of improvement and performance gaps
Conduct root cause analysis on recurring quality issues
Identify support processes that require improvement
Support implementation and ongoing monitoring with Ops and Training teams
Validate the accuracy and reliability of the AI-based evaluation system
Perform targeted human audits (sampling, edge cases)
Evaluate and improve the quality and effectiveness of macros and predefined responses
Requirements:
Strong background in QA, Quality Operations, or Customer Support
Experience with scorecards, quality metrics, and performance analysis
Comfortable working in data-driven, high-volume environments
Strong analytical, process-improvement, and stakeholder communication skills
Nice to have:
Experience with AI-based QA systems is a plus
What we offer:
Attractive compensation package consisting of base salary and the potential to earn a significant bonus for top performance
40% discount on all Fever events and experiences
Work in a location in the heart of Madrid
Home-office friendly
Health insurance
Gympass membership
English Lessons
Flexible remuneration with a 100% tax exemption through Cobee
Possibility to receive in advance part of your salary by Payflow
Responsibility from day one and professional and personal growth
Great work environment with a young, international team of talented people to work with