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, and 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. 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, and 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 1:1 coaching for 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