Quality Control Lead

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

Resumo da oferta

A dynamic outsourcing company in São Paulo is seeking a Head of Quality Assurance to build and lead their quality operations. The role involves managing a large team of remote assistants, ensuring quality control, and developing robust systems for consistent performance. Candidates should have over two years of experience in managing operational teams and a strong technical background. This position offers an opportunity to effect significant change and automation within the organization.

Serviços

Leadership opportunities

Remote work options

Professional development programs

Qualificações

• 2+ years managing operational teams in a high-volume environment.
• Experience managing 20+ employees effectively.
• Proven track record of building processes from scratch.

Responsabilidades

• Manage a team of 30+ remote assistants with defined KPIs.
• Build a Quality Assurance system from the ground up.
• Implement training and control processes for new hires.

Conhecimentos

Strong systems thinking and discipline

Precision and attention to detail

Ability to make difficult decisions

Technical competency

Formação académica

Technical degree (engineering / CS / math)

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