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