Quality Control Lead

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

Resumo da oferta

A leading company in staffing solutions in Brazil is looking for a Head of Quality Assurance to build and lead a team of 30+ remote assistants. The successful candidate will establish a comprehensive Quality Assurance system, handle hiring and onboarding, and implement automation processes to track quality metrics. Candidates must have at least 2 years of operational team management experience and be adept at process design, system thinking, and attention to detail.

Qualificações

• 2+ years managing operational teams.
• Experience managing 20+ employees.
• Built processes from scratch.
• Preferably BPO / outsourcing / call center / EdTech.

Responsabilidades

• Manage a team of 30+ remote assistants.
• Establish KPIs and quality audits.
• Build a full Quality Assurance system.
• Implement training and onboarding processes.

Conhecimentos

Leadership

Attention to detail

Systems thinking

Process design

Technical competency

Formação académica

Technical degree (engineering / CS / math)

Ferramentas

CRM

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