A QA team that doesn't depend on one person

A duty rotation, shared standards and documented knowledge for a team of five.

My role QA Lead: hiring, onboarding, 1-on-1s, standards

Context

Ad-hoc support requests interrupted the whole team, and tier-2 support knowledge sat with a few people.

Turn support into a scheduled rotation with written playbooks, and standardize how the team works through reviews and a shared wiki.

Set up the QA on-call rotation: schedule, handbook and playbooks.
Conducted 15+ technical interviews as lead and ~20 screening interviews as senior engineer.
Onboarded new engineers and ran regular 1-on-1s.
Standardized QA practices through cross-team code reviews and a team wiki.
Wrote a Confluence knowledge base: QA strategy, workflows, deploy playbooks.

Metric	Before	After
Engineers able to handle tier-2 support	A few	All 5
Interviews conducted	—	35+