Quality Control Lead

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

Resumo da oferta

A leading operational service company is seeking a Head of Quality Assurance to build and lead a critical operational unit. The ideal candidate will manage a team of over 30 assistants, implement quality assurance systems, and collaborate with engineering to automate processes. Candidates should have a technical background with experience in operational management, focusing on quality metrics and team development. This role is pivotal in ensuring efficiency and consistency in handling job applications.

Qualificações

• 2+ years managing operational teams.
• Built processes from scratch.
• Preferably in a BPO or outsourcing environment.

Responsabilidades

• Build and implement a Quality Assurance system.
• Manage and train a team of remote assistants.
• Automate quality checks in collaboration with engineering.

Conhecimentos

Strong systems thinking

Attention to detail

Technical competency

Ability to make difficult decisions

Experience managing teams of 20+

Formação académica

Technical degree (engineering / CS / math)

Ferramentas

CRM software

Descrição da oferta de emprego

About the Role

We are looking for astructured, strict, and technically-minded Head of Quality Assurancewho will build and lead one of the most critical operational units in the company.

Scope of responsibility

• Management of ateam of 30+ remote assistants
• Quality control of5,000+ 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 systemfrom scratch
• Automate quality checksin 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 managing20+ 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