About the RoleWe 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 ResponsibilityManagement of a team of 30+ remote assistantsQuality control of 5,000+ job applications / month (scaling to 10,000+)Direct reporting to the CEOContext & ChallengesCurrent situation :30 assistants submit job applications on behalf of clientsQuality is inconsistent—there is no systematic controlMany manual review processes → we need automationNo structured onboarding for new assistantsNo clear KPIs or performance‑based motivationWhat must be built :Audit the current teamHire additional assistantsBuild a full Quality Assurance system from scratchAutomate quality checks in collaboration with engineeringImplement onboarding, training, and control processesKey ResponsibilitiesBuild a Quality Assurance system (30%)First 2 weeks :Audit current assistantsEvaluate work quality (accuracy, speed, compliance)Decide who stays, who leavesCreate quality criteria and checklistsOngoing :Implement regular quality audits and spot‑checksEstablish KPIs (quality, speed, customer satisfaction)Track quality metrics per assistantIdentify repeating errors and remove root causesReview difficult cases with the teamHiring & Onboarding (25%)Hiring :Design the hiring funnel (screening → test task → interview)Hire new assistants within first 1–2 monthsMaintain a candidate pipelineOnboarding & training :Build a structured onboarding program (1–2 weeks)Teach systems, standards, and workflowsCertify assistants before they start working with clientsCreate training materials, videos, guidesAutomation & Technology (20%)Work with engineering team to identify which checks can be automatedCreate clear requirements and tasks for developersTest and launch automation toolsUtilize AI and scripts for monitoringAutomation examples :Automatic validation of application fieldsDuplicate application detectionPerformance dashboards and speed trackingQuality alert systemReal‑time monitoring toolsTeam Management (15%)Workload distribution among assistantsKPI tracking and performance reviewsEscalation handling and issue resolutionMotivation and team culture developmentPeople 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 eliminationRequirementsMust‑Have2+ years managing operational teamsExperience managing 20+ employeesBuilt processes from scratchPreferably BPO / outsourcing / call center / EdTechStrong systems thinking and disciplineSOPs, checklists, regulations, compliancePrecision and attention to detailAbility to make difficult decisions (terminations, corrective action)Technical competency – Understanding of automation & quality monitoringAbility to write clear requirements for developersExperience with CRM, monitoring dashboards, etc.Nice‑to‑haveSQL basics, API logic, scriptingAnalytical approachMetricsquality %, speed, productivity, error rate – KPI systems and reportingData‑driven decision‑making – Experience in hiring & onboardingStrong PlusBPO / 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
#J-18808-Ljbffr