Senior QA Lead

Key Roles and Responsibilities

1. Quality Management System & AI Empowerment
2. Responsible for the establishment, maintenance, and continuous optimization of the department's quality management system, building a customer experience assurance framework and service standards to drive improvements in quality.
3. Tactic planning capability and implementation to drive improvents in NPS by different markets.
4. Be able to promptly respond to all kinds of customer experience related incidents.
5. Utilize AI-driven quality inspection analysis, customer feedback mining, and automated badcase root cause analysis to identify key issues impacting customer satisfaction from large volumes of data.
6. Business Improvement & Cross-Team Collaboration
7. Based on data analysis, case analysis, and AI insights, identify improvement opportunities from perspectives including service process optimization, risk compliance, and early warning analysis; drive process transformation and system optimization.
8. On the basis of business understanding, collaborate cross-functionally with product, technology, and operations teams to ensure service solutions are implemented across all channels (human + AI).
9. For major and cross-regional topics, coordinate with relevant teams to develop and implement effective solutions covering service processes, business rules, merchant policies, and other areas.
10. Team Management & Operations Monitoring
11. Practical performance management & team development capability.
12. Establish a systematic and visualized operations metrics framework; continuously improve service delivery quality through metrics monitoring.
13. Travel as needed to support QA work across locations, including overseas teams.

Qualifications

• Education & Experience
• Bachelor's degree or above.
• 5+ years of experience in internet customer service or customer experience management, with at least 2 years experience in quality management. Experience in tourism-related projects is preferred.
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• Professional Skills:
• Familiarity with quality management standards and service operations.
• Strong data analysis skills (Excel, SQL); able to identify issues from data and drive decision-making.
• Familiar with AI agents application in daily work.

• Soft Skills
• Excellent cross-team communication and collaboration skills; able to deliver results under pressure
• Leadership and team management capabilities; able to motivate and develop team members
• Strong English proficiency in reading, writing, listening, and speaking

• Preferred Qualifications
• Project management experience