QA Team Lead, Customer Experience

About Us

HarZa Group builds and scales direct-to-consumer brands in health and wellness. Our team has taken e-commerce brands from zero to seven and nine figures, we grew 12x in a single year, and we now run close to 150 people across more than 15 countries. We are remote-first by design, async-first by default, and high-accountability by standard. The one constant across every role is overlap with our 8am to 12pm EST collaboration window.

The Role

We are hiring a QA Team Lead to own the quality standard for Customer Experience across both of our brands, and to lead the people who enforce it.

This is not a monitoring seat and it is not an individual contributor seat with a better title. Today quality is measured, but the scores are not trusted by leadership, the rubric does not separate a good interaction from a compliant one, and coverage depends on whether recordings and data happen to be in place. You are coming in to rebuild the standard from the ground up, prove that it reflects reality, and then run a small team of evaluators against it.

Your job is to make the quality number something the business can make decisions on. That means a rubric leadership agrees with, calibration that holds between evaluators, coverage across phone, email and chat on both brands, and a feedback loop that turns what you hear in interactions into fixes, not just into agent coaching.

What You Will Own

Standards. You define what quality means at HarZa, in writing, agreed with the Head of CX and the CX leadership team. You rebuild the scoring rubric so that it weighs accuracy, policy compliance, retention behavior and resolution completeness, not just tone, and so that a high score on your rubric correlates with a customer who stayed. You own the rubric's maintenance as products, offers and policies change.

The team. You lead the evaluators doing the day-to-day auditing: you set their coverage quotas, you run calibration sessions so that two evaluators score the same interaction the same way, you review their work, and you develop them. You are accountable for their output and their accuracy, not just your own.

Coverage and integrity of the data. You are responsible for knowing that what should be audited is auditable: recordings exist, conversations are captured, sample sizes are representative by brand, channel and agent. Gaps in the data are your problem to surface and close, not an excuse for a missing month.

Coaching and escalation. You turn findings into targeted coaching plans with the team leads rather than into reports nobody reads. Critical violations, including incorrect refunds, unauthorized offers and compliance exposure, go up immediately with the evidence attached. You support evaluation of new hires through their ramp window.

Feedback into the business. You run a recurring read on what the interactions are actually telling us: where customers are confused about price or offer structure, which scripts are failing, which policies are unclear, which product or funnel problems are showing up as support volume. You bring those with a recommendation, not as a list of problems.

Requirements

What We Are Looking For

Four or more years in quality assurance, CX compliance or CS supervision, with at least two of them leading other people, whether as a QA lead, a supervisor or a team lead. We need evidence you have managed evaluators or agents, not only audited them.

Evidence that you have built or rebuilt a QA rubric from scratch, not only applied one you inherited, and that you got leadership to agree it was right.

Hands-on experience evaluating both voice and written interactions. Phone call auditing is a hard requirement, not a nice to have.

Direct-to-consumer or e-commerce background, ideally with subscriptions, recurring billing, refunds and retention conversations in scope. Health and wellness experience is a plus, not a requirement.

Hands-on familiarity with a helpdesk platform and a telephony platform at configuration level, not agent level. Our stack includes Richpanel, Checkout Champ, AirCall, ClickUp and Slack.

Analytical strength: you can spot a pattern across qualitative data, quantify it, and defend it when a founder challenges the number.

Written English strong enough that your feedback is clear, specific and immediately actionable to agents across more than 15 countries.

The decision-making standard we hold everyone to: you do not escalate questions. High-impact, hard-to-reverse decisions come up with the problem stated, the root cause, at least three options, your recommendation and your reasoning. Everything else you decide close to the problem and communicate.

Benefits

What We Offer

A fully remote, international contractor position with real ownership over the quality standard of a fast-scaling CX operation, and direct access to CX and company leadership.

Wellness stipend.

Performance bonus structure.

Paid time off.

Sick leave.

Parental leave.