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Team Lead, Quality Analyst, Product Support Operations
QAOn-site — Mexico City, MX
Published on 2026-10-08
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About this role
In this role, you will lead a team of Quality Analysts to ensure quality outcomes across support verticals at Stripe. You'll own quality scores, drive process improvements, and mentor team members to enhance their performance while collaborating with various stakeholders.
About the company
Stripe provides payment infrastructure and financial tools that help businesses accept payments, manage subscriptions, and move money globally. It serves startups through large enterprises with APIs for online and in-person commerce.
The team
Product Support Operations (PSO) team
What you'll do
- Own UIQ quality scores, ensuring a minimum of 90%
- Serve as the final escalation layer for disputes
- Review quality trends and identify risks
- Participate in calibration sessions for scoring alignment
- Drive projects to improve quality measurement
What we're looking for
- Experience coaching or leading teams
- Prior QA experience in product support or customer service
- Strong analytical skills to identify data trends
- Excellent communication skills
- Time management and planning abilities
Nice to have
- Experience delivering quality performance reporting
- Experience with rubric development
- Involvement in process improvement initiatives