Quality Control Lead - 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 CEOContext & ChallengesCurrent situation:- 30 assistants submit job applications on behalf of clients- Quality is inconsistentthere is no systematic control- Many manual review processes we need automation- No structured onboarding for new assistants- No 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 assistants- Evaluate work quality (accuracy, speed, compliance)- Decide who stays, who leaves- Create quality criteria and checklistsOngoing:- 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 teamHiring & Onboarding (25%)Hiring:- Design the hiring funnel (screening test task interview)- Hire new assistants within first 12 months- Maintain a candidate pipeline (no current churn, but may appear)Onboarding & training:- Build a structured onboarding program (12 weeks)- Teach systems, standards, and workflows- Certify assistants before they start working with clients- Create training materials, videos, guidesAutomation & 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 monitoringAutomation examples:- Automatic validation of application fields- Duplicate application detection- Performance dashboards and speed tracking- Quality alert system- Real-time monitoring toolsTeam Management (15%)- Workload distribution among assistants- KPI tracking and performance reviews- Escalation handling and issue resolution- Motivation and team culture developmentPeople development:- Selective 1:1s- Coaching low performers- Promote top performers into team leads- Create internal career pathsContinuous improvement (10%)- Identify bottlenecks and improve processes- Implement best practices and standardization- Maintain operations documentation- Work with client complaints, root cause eliminationRequirementsMust-Have:2 years managing operational teams- Experience managing 20 employees- Built processes from scratch- Preferably BPO/outsourcing/call center/EdTechStrong 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, scriptingAnalytical approach- Metrics: quality %, speed, productivity, error rate- KPI systems and reporting- Data-driven decision-makingExperience in hiring & onboardingStrong Plus:BPO/outsourcing experience (data entry, support, back office)Quality automation experienceTechnical degree (engineering / CS / math)Six Sigma/Lean/Kaizen knowledgeExperience scaling teams from 10 50QA/Quality Management certificationsExperience with distributed remote teams