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 Current situation 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 Key Responsibilities Build a Quality Assurance system (30%) First 2 weeks: Audit current assistants; evaluate work quality (accuracy, speed, compliance); decide who stays, who leaves; create quality criteria and checklists Ongoing: 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%) Hiring: Design the hiring funnel (screening → test task → interview); hire new assistants within first 1–2 months; maintain a candidate pipeline (no current churn, but may appear) Onboarding & training: 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%) Work with engineering team: identify which checks can be automated; create clear requirements and tasks for developers; test and launch automation tools; utilize AI and scripts for monitoring Automation examples: 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 People 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