About the Role
We are looking for astructured, strict, and technically-minded Head of Quality Assurancewho will build and lead one of the most critical operational units in the company.
Scope of responsibility:
Management of ateam of 30+ remote assistants
Quality control of5,000+ 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 systemfrom scratch
Automate quality checksin 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 managing20+ 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