Quality Control Lead

About the RoleWe 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 assistantsQuality control of 5,000+ job applications/month (scaling to 10,000+)Direct reporting to the CEOContext & ChallengesCurrent situation:30 assistants submit job applications on behalf of clientsQuality is inconsistent—there is no systematic controlMany manual review processes → we need automationNo structured onboarding for new assistantsNo clear KPIs or performance-based motivationWhat 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 processesKey ResponsibilitiesBuild a Quality Assurance system (30%)First 2 weeks:Audit current assistantsEvaluate work quality (accuracy, speed, compliance)Decide who stays, who leavesCreate quality criteria and checklistsOngoing:Implement regular quality audits and spot-checksEstablish KPIs (quality, speed, customer satisfaction)Track quality metrics per assistantIdentify repeating errors and remove root causesReview difficult cases with the teamHiring & Onboarding (25%)Hiring:Design the hiring funnel (screening → test task → interview)Hire new assistants within first 1–2 monthsMaintain a candidate pipeline (no current churn, but may appear)Onboarding & training:Build a structured onboarding program (1–2 weeks)Teach systems, standards, and workflowsCertify assistants before they start working with clientsCreate training materials, videos, guidesAutomation & Technology (20%)Work with engineering team:Identify which checks can be automatedCreate clear requirements and tasks for developersTest and launch automation toolsUtilize AI and scripts for monitoringAutomation examples:Automatic validation of application fieldsDuplicate application detectionPerformance dashboards and speed trackingQuality alert systemReal-time monitoring toolsTeam Management (15%)Workload distribution among assistantsKPI tracking and performance reviewsEscalation handling and issue resolutionMotivation and team culture developmentPeople development:Selective 1:1sCoaching low performersPromote top performers into team leadsCreate internal career pathsContinuous improvement (10%)Identify bottlenecks and improve processesImplement best practices and standardizationMaintain operations documentationWork with client complaints, root cause eliminationRequirementsMust-Have:2+ years managing operational teamsExperience managing 20+ employeesBuilt processes from scratchPreferably BPO/outsourcing/call center/EdTechStrong systems thinking and disciplineSOPs, checklists, regulations, compliancePrecision and attention to detailAbility to make difficult decisions (terminations, corrective action)Technical competencyUnderstanding of automation & quality monitoringAbility to write clear requirements for developersExperience with CRM, monitoring dashboards, etc.Nice-to-have: SQL basics, API logic, scriptingAnalytical approachMetrics: quality %, speed, productivity, error rateKPI systems and reportingData-driven decision-makingExperience in hiring & onboardingStrong 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