Quality Control Lead

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