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
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