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
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
Build a Quality Assurance System (30%)
Audit current assistants
Evaluate work quality (accuracy, speed, compliance)
Decide who stays, who leaves
Create quality criteria and checklists
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%)
Design the hiring funnel (screening → test task → interview)
Hire new assistants within the first 1–2 months
Maintain a candidate pipeline (no current churn, but may appear)
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%)
Identify which checks can be automated
Create clear requirements and tasks for developers
Test and launch automation tools
Utilize AI and scripts for monitoring
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
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
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