Own the Global Quality Strategy: Design and maintain quality rubrics, calibration standards, and audit cadences that reflect Lime’s brand voice and operational requirements.
Master the Tech Stack: Lead the administration and optimization of MaestroQA and Zendesk, ensuring that grading rubrics and automated workflows are driving maximum value.
Manage BPO Quality Performance: Oversee the quality programs of our external BPO partners via a dotted-line management structure. Lead calibration sessions and Business Reviews to ensure partners exceed Lime’s quality KPIs.
Drive Data-First Insights: Leverage SQL and data visualization tools to identify trends in agent performance and customer sentiment.
Act as a "voice of the customer" to Product, Ops, and Trust & Safety teams. Translate support interactions into qualitative feedback that improves the Lime app and vehicle experience.
Partner with Training and Enablement teams to address performance gaps identified through QA, ensuring insights lead directly to improved SOPs and agent coaching.

5+ years of experience in Customer Support Operations or Quality Assurance, with a proven track record of managing quality programs in an outsourced (BPO) environment.
Expert-level knowledge of Zendesk and MaestroQA (or equivalent platforms). You know how to build a scorecard that balances technical accuracy with customer empathy.
You are a "data-first" operator. You are comfortable using SQL and Excel to navigate large datasets and build compelling narratives for leadership.
Ability to influence and align external partners and internal stakeholders across different cultures and time zones.

Comprehensive Health & Wellness: A choice of medical, dental, and vision plans. We also provide company-paid life and disability insurance and company-funded mental health benefits.
Financial & Retirement Planning: 401(k) plan with both pre-tax and Roth options, and access to a Health Savings Account (HSA) with a monthly company contribution.
Family & Fertility Support: Paid parental leave for birthing and non-birthing parents, plus fertility and family-forming benefits.
Paid Time Off: Unlimited vacation, paid leaves, and 10 company holidays.
Unique Lime Perks: Complimentary use of Lime vehicles in participating cities, a monthly phone allowance, dedicated learning and development days, and access to perks including One Medical, Wellhub, and Headspace.

QA Program Manager – Customer Experience

Key skills