QA Supervisor - Sr. (Hybrid, Mexico City)

• Lead strategic initiatives to enhance customer experience by integrating insights from various data sources, including LevelAI, to identify customer trends and preferences
• Challenge existing processes and procedures to drive improvements and make strategic recommendations for process enhancements
• Build and develop a high-performing team from scratch, fostering a culture of innovation, empowerment, and continuous improvement
• Utilize LevelAI for deep analysis of customer interaction data, enabling a data-driven approach to understanding and enhancing customer satisfaction
• Ensure the highest standards of customer experience are consistently met through audits and inspections across customer touchpoints
• Set clear team goals and priorities, using insights derived from advanced analytics to guide strategic projects aimed at improving customer experience outcomes
• Oversee the integration of AI tools to maximize insights into customer behavior and operational efficiency within the team
• Provide training and guidance on best practices in CX assurance, content quality, and leveraging technology for system optimization
• Review customer feedback and analytics to identify opportunities for enhancing the customer journey and translating complex data into actionable strategies
• Cultivate a team culture that values innovation, continuous learning, and mutual support, emphasizing the importance of data and technology in achieving high performance and collaboration
• Other duties as required

• Passionate about elevating customer experiences, continually seeking ways to innovate and improve.
• A natural leader, you inspire your team, fostering an environment where success is shared.
• Hands-on and proactive, you embody a can-do attitude and lead by example.
• Skilled at building relationships, your interpersonal abilities enable effective collaboration.
• Data-savvy and comfortable using analytical tools to inform decisions and strategies.
• Committed to personal and professional growth, staying informed about industry trends and technologies.
• Inclusive and supportive, you guide your team through challenges, celebrating their achievements.

• 3-4 years of supervisory experience
• 1+ years experience in a Quality Assurance role or equivalent experience
• Previous experience with AI tools focused on customer experience a plus (QA tools)
• Excellent verbal and written communication skills
• Proficient in Excel and G-Suite
• Strong collaboration and relationship-building skills
• Strong analytical and problem-solving skills

We’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we're building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves.

If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.

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