Quality Control Lead

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

Resumo da oferta

A leading recruitment firm in Porto Velho, Brazil seeks a Head of Quality Assurance to manage a remote team and implement a comprehensive quality assurance system. Key responsibilities include auditing current processes, designing hiring procedures, and ensuring quality standards. The ideal candidate will have over 2 years of experience managing teams of 20+, strong attention to detail, and technical competency in automation tools. This role offers an opportunity to build and scale the quality assurance framework across the organization.

Qualificações

• Minimum of 2 years managing operational teams of 20+ employees.
• Experience in building processes from scratch in a BPO environment.
• Good understanding of quality monitoring and automation.

Responsabilidades

• Build and implement a quality assurance system from scratch.
• Conduct regular quality audits and establish KPIs.
• Design the hiring funnel and build onboarding programs for new assistants.

Conhecimentos

Operational team management

Process building

Attention to detail

Systems thinking

Technical competency

Formação académica

Degree in engineering, CS, or 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