Empresa:
Go Offer
Descrição da Função
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 +
QA/Quality Management certifications
Experience with distributed remote teams
Observações
Not Specified (Portugal)