Quality Control Lead

Go Offer; Teletrabalho; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A dynamic company in Brazil is seeking a structured Head of Quality Assurance to build and lead a vital operational unit. You will manage a team of over 30 remote assistants, perform quality control, and lead initiatives for automation and efficiency improvement. The ideal candidate has over 2 years of experience in managing large teams and a strong ability to implement systematic controls and training for quality assurance. This role includes competitive compensation and opportunities for professional growth.

Serviços

Professional development opportunities

Flexible working hours

Qualificações

• 2+ years of experience in managing operational teams with 20+ employees.
• Experience in building processes from scratch, ideally in BPO/outsourcing.
• Strong understanding of automation and quality monitoring.

Responsabilidades

• Build and lead a Quality Assurance system from scratch.
• Manage a team of over 30 remote assistants.
• Implement onboarding and training processes for new hires.

Conhecimentos

Operational team management

Attention to detail

Systems thinking

Decision-making

Technical competency

Ferramentas

CRM software

Monitoring dashboards

SQL basics

Descrição da oferta de emprego

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

• 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

Build a Quality Assurance System (30%)

• Audit current assistants
• Evaluate work quality (accuracy, speed, compliance)
• Decide who stays, who leaves
• Create quality criteria and checklists
• 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%)

• Design the hiring funnel (screening → test task → interview)
• Hire new assistants within the first 1–2 months
• Maintain a candidate pipeline (no current churn, but may appear)
• 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%)

• Identify which checks can be automated
• Create clear requirements and tasks for developers
• Test and launch automation tools
• Utilize AI and scripts for monitoring
• 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
• 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