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Urgent! VIP Customer Support QA Team Lead Job Opening In Bogotá – Now Hiring Confidential

VIP Customer Support QA Team Lead



Job description

Overview

Join to apply for the VIP Customer Support QA Team Lead role at Growe Talents .

Our client, Growe, is a leading business advisory and services group in iGaming and Entertainment.

Creators of strategies that work and solutions that scale.

Combining strategic vision with hands-on expertise, Growe helps businesses navigate the fast-evolving industry, seize new opportunities, enter new markets, and achieve sustainable growth.

Responsibilities

  • Lead and grow a QA team for VIP Customer Support in LATAM, ensuring the highest standards in service quality and operational consistency.

  • Take ownership of QA operations, including SOP development, process optimization, and calibration between CS, AM, and QA teams.

  • Ensure all customer touchpoints, chat, email, calls, CRM, are evaluated against clear quality metrics and continuously improved.

  • Collaborate with regional leads, support managers, and the training team to drive cross-functional quality initiatives.

  • Prepare and deliver insightful QA performance reports, highlighting trends, risks, and actionable improvements.

  • Align QA workflows across LATAM with global standards and practices.

  • Build a feedback culture within the QA team, helping agents grow through consistent coaching and performance evaluations.

  • Contribute to the growth of the LATAM customer experience by identifying training needs, inefficiencies, and areas for innovation.

  • Play a key role in bridging HQ expectations with on-the-ground operations in LATAM.

Experience and Qualifications

  • 2+ years of experience in Quality Assurance, or Customer Support.

  • Prior experience managing a team and leading performance conversations.

  • Proven track record in operational or process-driven roles, especially in service industries.

  • Experience working with cross-functional and remote teams.

  • Comfortable preparing QA reports, monitoring metrics, and proposing workflow improvements.

  • Advanced English proficiency (written and spoken).

  • Spanish or Portuguese proficiency required (trilingual is a big plus).

Personal Characteristics

  • Operationally minded and highly detail-oriented.

  • Able to give and receive constructive feedback; mature, open communicator.

  • Independent and proactive; you document processes, set structure, and follow through.

  • Flexible and adaptable in fast-paced environments with changing needs.

  • Strong collaborator, confident working across multiple teams and time zones.

  • Willing to own and improve internal processes, not just follow them.

Benefits

  • Health & Wellness Focus.

  • Global Medical Coverage.

  • Growth Opportunities.

  • Benefits Programs (gym/stomatology/psychological service, etc.).

  • Performance-Driven Rewards.

  • Dynamic Work Environment.

Apply, and let your growth journey begin.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Quality Assurance

Industries

Business Consulting and Services

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Required Skill Profession

Servicio De Atención Al Cliente



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