Location: JoAcademy HQ
Department: Operations
Reports to: Operations Director
Job Overview
JoAcademy is seeking a meticulous and process-oriented
Quality Control Specialist to oversee quality assurance initiatives across all
operational functions. This role is pivotal in ensuring that standard operating
procedures (SOPs), KPIs, internal documentation, and compliance frameworks are
clearly defined, consistently applied, and continuously improved—both within
the Quality Control unit and across other operational departments (e.g.,
Customer Support, Studios, Website Team, Class Production, etc.). The ideal
candidate will champion process excellence, support cross-departmental
alignment, and help build a culture of continuous improvement and operational
transparency.
Key Responsibilities
- Process Assessment & Operational Improvement
- Evaluate and monitor workflow consistency, accuracy, and
efficiency across all operational functions.
- Identify bottlenecks and propose practical, scalable
solutions to optimize department and cross-functional performance.
- Facilitate root cause analysis of recurring issues and
initiate preventative actions.
- Documentation, SOPs, and KPIs Management
- Develop and maintain clear, version-controlled SOPs for
each operational department.
- Support department heads in defining, documenting, and
aligning KPIs with organizational goals.
- Ensure all SOPs and operational policies are accessible,
updated, and consistently followed.
- Content & Instructor Quality Assurance
- Conduct quality reviews of uploaded course content to
ensure it meets completeness, accuracy, and compliance standards.
- Monitor instructor adherence to content delivery
guidelines and performance benchmarks.
- Deliver training and feedback sessions to maintain
instructional and support quality.
- Policy, Compliance & Audit
- Ensure operational practices align with JoAcademy’s
internal policies and external regulatory requirements.
- Lead internal quality audits across departments and report
findings to the Operations Director.
- Track implementation of audit recommendations and ensure
timely closure of identified gaps.
- Reporting & Communication
- Maintain structured reports on quality metrics,
departmental compliance, and ongoing process evaluations.
- Collaborate with cross-functional teams (e.g., Customer
Support, Studios, Website) to ensure alignment on SOPs and KPIs.
- Present actionable insights and improvement plans to
department leads and executive stakeholders.
- Website Functionality & User Experience Monitoring
- Perform regular checks on website functionality to ensure
optimal performance and integration.
- Monitor and evaluate user experience (UX) for clarity,
responsiveness, and accessibility.
- Coordinate with the website and development teams to
resolve issues related to UI or platform behavior.
- Propose improvements to website design or structure to
enhance student and instructor experience.
Qualifications & Competencies
- 2+ years in quality control, operations management, or
business process improvement (EdTech preferred).
- Strong command of documentation, SOP development, and
cross-functional communication.
- Demonstrated experience in writing policies, building
KPIs, and managing operational documentation.
- Analytical mindset with strong attention to detail and
problem-solving skills.
- Familiarity with content management systems, CRM
platforms, or workflow tools (e.g., Bitrix24, Jira).
- Proficiency in Microsoft Office, Google Workspace, and
basic data reporting tools.
