Quality Control Lead

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

Resumo da oferta

A leading recruitment services provider in Brazil is seeking an experienced Head of Quality Assurance to build and lead a critical operational unit. This role involves managing a team of 30+ remote assistants, implementing quality controls, and driving automation processes. The ideal candidate will have over 2 years of experience in managing operational teams and must possess strong technical competencies along with a keen attention to detail. The position offers opportunities for leadership and process optimization.

Serviços

Remote work flexibility

Professional development opportunities

Qualificações

• 2+ years managing operational teams with 20+ employees.
• Experience in building processes from scratch, preferably in BPO/outsourcing.
• Strong systems thinking with attention to detail.

Responsabilidades

• Build and lead a Quality Assurance system for a team of remote assistants.
• Audit and evaluate work quality, creating quality criteria.
• Collaborate with engineering to automate quality checks.

Conhecimentos

Operational team management

Process building

Attention to detail

Technical competency

Analytical approach

Formação académica

Technical degree (engineering / CS / math)

QA / Quality Management certifications

Ferramentas

CRM systems

Monitoring dashboards

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

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