Quality Operations & Standards Lead

Productive Playhouse • Glendale, CA

2d • $90,000 - $110,000 • Remote

About The Position

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.

Requirements

• 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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level