Quality Control Lead

Go Offer; Nova Santa Rita; Presencial; BRL 150.000 - 200.000; Tempo integral

Resumo da oferta

A leading outsourcing firm is seeking a Head of Quality Assurance to build and lead a critical team focused on enhancing the quality of job applications. Responsibilities include leading a remote team of over 30 assistants, implementing quality controls, and automating processes to ensure efficiency. Ideal candidates will have over 2 years of experience in management, strong systems thinking, and a technical background. This role offers a unique opportunity to establish core quality metrics and drive impactful changes within the organization.

Qualificações

• 2+ years managing operational teams with 20+ employees experience.
• Ability to write clear requirements for developers.
• Experience building processes from scratch.

Responsabilidades

• Manage a team of 30+ remote assistants.
• Establish KPIs for quality and performance.
• Build a Quality Assurance system from scratch.

Conhecimentos

Operational team management

Strong systems thinking

Precision and attention to detail

Technical competency in automation

Ability to make difficult decisions

Formação académica

Technical degree (engineering/computer science/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

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 to 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