Quality Control Lead

Go Offer; Niterói; Teletrabalho; BRL 80.000 - 100.000; Tempo integral

Resumo da oferta

A dynamic technology company in Niterói, Brazil, is seeking a Head of Quality Assurance to manage and build a robust quality control system. You will lead a team of over 30 remote assistants, ensuring efficient quality processes and implementing automation tools. The role requires strong management skills with a focus on operational efficiency, quality metrics, and team development. Experience in BPO or outsourcing is preferred, along with a technical background.

Qualificações

• 2+ years managing operational teams with 20+ employees.
• Experience building processes from scratch, especially in BPO or outsourcing.
• Technical competency and understanding of automation and quality monitoring.

Responsabilidades

• Build and implement a Quality Assurance system from scratch.
• Design hiring funnels and structured onboarding programs.
• Work with engineering to identify automation opportunities.

Conhecimentos

Process management

Attention to detail

Systems thinking

Decision making

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, and 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.
• 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, and 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 1:1 coaching for 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