Building a Quality Assurance Framework for 500-Plus Remote Tutors
Built a quality framework to train and audit a large distributed content workforce at scale.
- Quality Assurance
- Content Operations
- Remote Workforce Management
- Ed-Tech
- Process Design
Ujjawal Rahangdale
Associate Director at Singularium Technologies
From their time as
Senior Program Manager
Toppr • 2021 - 2022
Overview
Ujjawal built a quality assurance framework to manage a distributed workforce of over 500 tutors producing content at scale for Toppr's Doubts on Chat product. The framework and related system upgrades lifted student NPS by 5 points while integrating 7 acquired companies into a single product.
The Story
Ujjawal took on the integration of Doubts on Chat, a product formed from seven acquired companies, at a point where training and quality control across a large remote tutor workforce had no consistent standard.
He recruited, trained, and managed a distributed team that grew to more than 500 expert tutors, 10 supervisors, and 2 project managers. To keep content quality consistent at that scale, he built a quality assurance framework designed to catch errors before they reached students.
He worked with senior leadership to launch two internal products and executive dashboards, and recommended system upgrades including automated de-duplication and plagiarism checks.
Those changes lifted student Net Promoter Score by 5 points, while his market intelligence work also isolated that 75% of organic doubts traffic came from core India and US markets, sharpening where the team focused its quality efforts.
Ownership Snapshot
Broad role
Senior Program Manager leading post-merger product integration at Toppr.
Goal
Improve consistency and throughput of content produced by a large distributed tutor workforce.
Direct ownership
Designed the quality assurance framework and recommended system upgrades for de-duplication and plagiarism checks.
Team execution
Recruited, trained, and managed a distributed team of hundreds of tutors and supervisors.