Quality Control Lead

Quality Control Lead
Bragança
Bragança, Bragança District, Portugal

About the Role

We are looking for a structured, strict, and
- 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
  - 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
  - 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/Ed
  Tech

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
  - 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