Quality Control Lead

Go Offer; São Paulo; Presencial; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A leading operational management firm in São Paulo is looking for a Head of Quality Assurance to manage a team of over 30 remote assistants and to build a robust quality control system from the ground up. This strategic position reports directly to the CEO and requires proven experience in operational team management, process building, and automation. The ideal candidate will ensure quality metrics are tracked and improve onboarding and training processes to enhance team performance. Competitive salary and significant impact on operations are offered.

Qualificações

• 2+ years managing operational teams with 20+ employees.
• Experience building processes from scratch in BPO or outsourcing.
• Understanding of automation and quality monitoring.

Responsabilidades

• Build a Quality Assurance system and implement quality audits.
• Design the hiring funnel and build a structured onboarding program.
• Work with engineering to automate quality checks.

Conhecimentos

Management of operational teams

Strong systems thinking

Technical competency

Analytical approach

Experience in hiring & onboarding

Formação académica

Technical degree (engineering / CS / math)

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