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