Quality Operations & Standards Lead

Position Overview

As a foundational new role within Client Services, the Quality Operations & Standards Lead will be responsible for designing and scaling company-wide quality frameworks from the ground up. This individual will ensure that PPH’s scoring benchmarks and rater alignment are consistent, defensible, and aligned with evolving standards, particularly within LLM and Generative AI evaluation.

Working closely with the Director of Client Services and cross-functional partners across Operations and Tech, this role will lead the development and maintenance of quality rubrics and processes that serve as a “Single Source of Truth.” As part of a new vision for the department, this is a highly collaborative position focused on ensuring that all existing and future projects meet our standards for excellence and client delivery.

6-month exclusive contract (with evaluation for extension/permanency upon completion)
Compensation: $90,000 – $110,000 yearly

Key Responsibilities

• Quality Blueprint Repository: Design, develop, and maintain a centralized Quality Blueprint Repository. This will document all existing and newly created quality rubrics to serve as the "Single Source of Truth" for internal teams and clients.
• Calibration & Standards: Design and maintain company-wide calibration protocols (frequency, methodology, gold set standards) and lead regular calibration sessions to eliminate scoring drift and inter-team inconsistencies.
• Worker Quality Tracking: Monitor individual and cohort performance over time, correlating screening scores with production quality to provide the evidence artifacts required by clients.
• Insight & Reporting: Produce monthly quality intelligence reporting for leadership, identifying trends, systemic risks, and process optimization opportunities.
• Human-in-the-Loop Oversight: Serve as the internal authority on human-in-the-loop (HITL) methodology, translating complex project narratives into actionable quality frameworks.

Qualifications & Skills

• Bachelor’s degree (or equivalent experience) in a relevant field such as Business, Data Analytics, Linguistics, Computer Science, or a related discipline
• 4+ years of experience in quality operations, quality assurance, or process standardization
• Proven ability to translate complex or ambiguous requirements into structured frameworks, rubrics, or processes
• Strong analytical skills, with experience in data analysis, variance identification, and performance tracking
• Experience working in cross-functional environments, collaborating with Operations, Tech, and Client-facing teams
• Proficiency in data visualization and reporting tools (e.g., Excel, Tableau, Power BI)
• Excellent communication, organization, and documentation skills, with strong attention to detail 

Work Environment & Physical Requirements

• This is a remote position that requires the ability to work in a quiet, professional environment free from distractions to support productivity and confidentiality.  Team members must be able to appear on camera for video calls and communicate clearly, with the ability to both speak and hear effectively during virtual meetings.  
• This is a full-time leadership position that requires general availability between 9:00 am - 6:00 pm PST. While core hours remain consistent, some flexibility may be needed to accommodate meetings and shifting priorities.  
• Occasional travel may be required for special meetings, trainings, or team gatherings at the company’s headquarters or other designated locations. 
• This  role routinely uses standard office equipment such as computers, phones, filing cabinets, etc. Specific physical and environment requirements may include: 
  • Strong visual acuity for reviewing detailed documents and data on computer screens
  • Manual dexterity for operating a computer, including using a keyboard and mouse
  • Ability to lift and carry office supplies or equipment weighing up to 25 pounds
  • Clear verbal and written communication skills for collaboration across teams
  • Flexibility to adjust schedules based on project needs, with occasional requests for additional hours during temporary projects.  
  • Capacity to manage tasks that require prolonged periods of focus and concentration
  • Ability to handle the physical demands of a standard workweek, which may include occasional overtime, nights, weekends, and holidays, if needed.  

Disclaimer

The job description provided is designed to convey information essential to understanding the scope of the position and the general nature of the work performed. It is not intended to be an exhaustive list of duties, responsibilities, or qualifications associated with the job. Productive Playhouse reserves the right to modify or revise the job description as necessary

Productive Playhouse is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive work environment for all employees.  Employment with Productive Playhouse is at-will, meaning that either the employee or the employer can terminate the employment relationship at any time, with or without cause or notice.

All offers of employment at Productive Playhouse are contingent upon the candidate’s ability to provide valid documentation of identity and eligibility to work in the United States or a relevant hiring location.  Productive Playhouse participates in E-Verify.

Productive Playhouse provides reasonable accommodation for qualified individuals with disabilities.  If you need assistance or an accommodation due to a disability, please contact the Human Resources.