Quality Control Lead

Go Offer; Porto Alegre; Híbrido; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A leading operational efficiency company in Porto Alegre, Brazil, is seeking a Head of Quality Assurance to manage a remote team of 30+ assistants. This role involves building a comprehensive Quality Assurance system, automating processes with the engineering team, and providing structured training for new hires. Strong systems thinking, operational management experience, and technical competency are essential for ensuring process efficiency and quality control. The ideal candidate has a background in BPO or similar fields and possesses excellent attention to detail.

Serviços

Flexible working hours

Remote work opportunities

Professional development programs

Qualificações

• 2+ years of experience managing operational teams.
• Experience with processes built from the ground up.
• Understanding of SOPs, regulations, and compliance.

Responsabilidades

• Build a Quality Assurance system from the ground up.
• Hire and train new assistants effectively.
• Collaborate with engineering for automation solutions.
• Manage team performance and distribution of workload.
• Identify and implement process improvements.

Conhecimentos

Operational team management

Systems thinking

Attention to detail

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 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