Quality Control Lead

About the Role We are looking for a structured, strict, and technically-minded Head of Quality Assurance who will build and lead one of the most critical operational units in the company. Scope of Responsibility Management of a team of 30+ remote assistants Quality control of 5,000+ job applications/month (scaling to 10,000+) Direct reporting to the CEO Context & Challenges 30 assistants submit job applications on behalf of clients Quality is inconsistent—there is no systematic control Many manual review processes → we need automation No structured onboarding for new assistants No clear KPIs or performance-based motivation What Must Be Built Audit the current team Hire additional assistants Build a full Quality Assurance system from scratch Automate quality checks in collaboration with engineering Implement onboarding, training, and control processes Build a Quality Assurance System (30%) Audit current assistants Evaluate work quality (accuracy, speed, compliance) Decide who stays, who leaves Create quality criteria and checklists Implement regular quality audits and spot‑checks Establish KPIs (quality, speed, customer satisfaction) Track quality metrics per assistant Identify repeating errors and remove root causes Review difficult cases with the team Hiring & Onboarding (25%) Design the hiring funnel (screening → test task → interview) Hire new assistants within the first 1–2 months Maintain a candidate pipeline (no current churn, but may appear) Build a structured onboarding program (1–2 weeks) Teach systems, standards, and workflows Certify assistants before they start working with clients Create training materials, videos, guides Automation & Technology (20%) Identify which checks can be automated Create clear requirements and tasks for developers Test and launch automation tools Utilize AI and scripts for monitoring Automatic validation of application fields Duplicate application detection Performance dashboards and speed tracking Quality alert system Real‑time monitoring tools Team Management (15%) Workload distribution among assistants KPI tracking and performance reviews Escalation handling and issue resolution Motivation and team culture development Selective 1:1s Coaching low performers Promote top performers into team leads Create internal career paths Continuous Improvement (10%) Identify bottlenecks and improve processes Implement best practices and standardization Maintain operations documentation Work with client complaints, root cause elimination Requirements Must‑Have 2+ years managing operational teams Experience managing 20+ employees Built processes from scratch Preferably BPO / outsourcing / call center / EdTech Strong systems thinking and discipline SOPs, checklists, regulations, compliance Precision and attention to detail Ability to make difficult decisions (terminations, corrective action) Technical competency Understanding of automation & quality monitoring Ability to write clear requirements for developers Experience with CRM, monitoring dashboards, etc. Nice‑to‑Have SQL basics, API logic, scripting Analytical approach Metrics Quality %, speed, productivity, error rate KPI systems and reporting Data‑driven decision‑making Experience in hiring & onboarding Strong Plus BPO / outsourcing experience (data entry, support, back office) Quality automation experience Technical degree (engineering / CS / math) Six Sigma / Lean / Kaizen knowledge Experience scaling teams from 10 → 50+ QA / Quality Management certifications Experience with distributed remote teams #J-18808-Ljbffr