Quality Control Lead

Go Offer; Teletrabalho; BRL 90.000 - 130.000; Tempo integral

Resumo da oferta

A dynamic tech company in São Bernardo do Campo is seeking a Head of Quality Assurance to lead and build a critical operational unit. You will manage a team of over 30 remote assistants, ensure quality control over thousands of job applications monthly, and implement a full Quality Assurance system from scratch. The ideal candidate must have experience managing large teams and building processes, along with a strong technical background. This position offers a chance to significantly impact quality and efficiency in a collaborative environment.

Serviços

Flexible working hours

Remote work options

Professional development opportunities

Qualificações

• 2+ years managing operational teams.
• Experience leading a team of 20+ employees.
• Ability to build processes from scratch.

Responsabilidades

• Build a quality assurance system.
• Conduct audits and regular quality checks.
• Hire and onboard new assistants.
• Automate quality checks with the engineering team.

Conhecimentos

Team management

Process building

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 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 (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 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