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