Operations Program Manager, Quality Control

Scale is at the forefront of enabling Machine Learning across multiple industries including Generative AI (e.g., chatbots). The Quality Control (QC) team is responsible for ensuring the quality of the data that Scale produces is up to customer standards. The QC team has processes that check the data quality that run congruent with the project teams producing the data.There are several different projects running at the same time for each of Scale’s customers. As an Operations Program Manager for Quality Control, you will be responsible for all QC operations for your assigned account/customer and essential for the success of your account.  You will work closely with the QC team, Engagement Managers (EMs), and project teams to define quality standards, monitor audit performance, and drive continuous improvements. Your role will be critical in maintaining strong alignment across teams, addressing quality issues proactively, and ensuring timely QC coverage for new projects.

Key Responsibilities

Quality Control Oversight

• Ensure projects within your account have well-defined quality expectations and specifications.
• Monitor audit coverage and ensure audits align with company quality standards and customer requirements.
• Proactively identify misalignment and address it
• Track and report on the health of QC efforts across projects.

Issue Resolution & Continuous Improvement

• Identify quality issues and conduct root cause analysis to determine underlying problems.
• Implement appropriate solutions to resolve quality concerns and prevent recurrence.
• Work cross-functionally to refine processes, improve audit effectiveness, and enhance overall quality performance.

Stakeholder Collaboration & Communication

• Act as the primary QC point of contact for projects within your account.
• Ensure strong alignment between the QC team, Engagement Managers (EMs), and project teams to prevent escalations.
• Provide regular updates on QC status, risks, and action plans to relevant stakeholders.

Project Onboarding & Expansion

• Ensure new projects receive QC coverage in a timely and efficient manner.
• Work with teams to integrate quality control into project planning from the start.
• Adapt QC strategies to accommodate project-specific needs and evolving customer expectations.

Qualifications & Skills

• Experience: Proven experience in quality control, account management, project management, operations, or a related field.
• Analytical Skills: Strong problem-solving ability, including root cause analysis and data-driven decision-making.
• Analytical tools: Proficient in google sheets/ MS Excel and SQL.
• Communication: Excellent stakeholder management and interpersonal skills. Excellent written communication skills
• Process Improvement: Ability to develop and implement effective quality assurance strategies.
• Project Management: Experience managing multiple projects and ensuring alignment across teams.
• Attention to Detail: Ability to maintain high-quality standards while balancing efficiency and scalability.

Preferred Qualifications

• Experience in a fast-paced company
• Experience in a (internal or external) customer-facing environment.
• Familiarity with audit processes, quality frameworks, or compliance standards.
• Ability to work cross-functionally with internal and external stakeholders.