Global Quality Operations Lead, Trust & Safety
Responsibilities
About the team
The Account, Search & Interaction Safety Team is a lean, agile team dedicated to safeguarding user interactions across Account, Search, Comments and Messages. Our mission is to adapt quickly and respond effectively to the evolving demands of platform safety. By streamlining workflows and establishing efficient operational processes, we prioritize rapid problem-solving to support moderation efforts and provide seamless cross-team collaboration to address safety concerns proactively.
We serve as the primary team for evaluating safety metrics and assessing the performance of both human moderation and machine-driven systems, ensuring that our safety standards remain robust and impactful. Working closely with frontline teams, we bring policies to life by providing ongoing guidance and operational support that aligns with our strategic business objectives. Through strong partnerships with Product, Data Science, Policy, Algorithm, ADSO-Search Operations, and front-line teams, we leverage diverse expertise to tackle safety challenges unique to user interactions.
With a commitment to data-driven improvement, we have developed a comprehensive metrics system to evaluate operational effectiveness, including moderation efficiency, quality metrics, and machine performance. By regularly monitoring and enhancing our processes, we work to exceed safety targets, close performance gaps, and continuously elevate the quality of platform interactions.
Our team also leads to building scalable, adaptable safety processes that meet both current and future needs. Through continuous process development, we ensure sustainable efficiencies and maintain operational excellence, evolving with the demands of a safe and thriving community.
Responsibilities
1. Global Quality Framework & Strategy
- Design, standardize, and continuously evolve the global quality framework, including methodologies, metrics, and evaluation models
- Ensure alignment between quality standards and policy intent, product requirements, and business objectives
- Establish scalable and future-ready quality models that can be adapted across different markets and operational complexities
2. Quality Governance & Standards
- Own and enforce global quality governance mechanisms, including audit structures, calibration standards, and compliance processes
- Define quality benchmarks, KPIs, and SLAs across all markets
- Ensure consistency, transparency, and accountability in quality measurement and reporting
3. Quality Improvement & Optimization
- Identify systemic quality gaps and drive structured improvement initiatives at a global level
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- Lead root cause analysis and translate insights into actionable solutions (process, policy, training, tooling)
- Partner with cross-functional teams to implement continuous improvement programs
4. Market-Level Quality Performance
- Oversee quality performance across markets, ensuring alignment with global standards while allowing for market nuances
- Support markets in diagnosing quality issues and deploying targeted improvement strategies
- Drive best practice sharing and cross-market learning to uplift overall performance
5. Insights, Reporting & Decision Support
- Establish global quality reporting frameworks and dashboards
- Deliver actionable insights to leadership on quality trends, risks, and opportunities
- Use data to influence strategic decisions and prioritization
6. Stakeholder Management & Leadership
- Act as the global point of contact for quality-related strategy and governance
- Collaborate with Product, Policy, Operations, and Training teams to ensure integrated quality solutions
- Lead and mentor Quality Leads or Specialists (if applicable)
Qualifications
Minimum Qualifications
- BA/BS degree or equivalent practical experience
- 2+ years in managing country/regional teams and 5+ years in management in quality team. Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment.
- Experience in program management and ability to manage large, complex programs and drive change. Strong verbal and written communication skills, with the ability to engage and influence cross-functional teams.
- Experiences in building, managing and influencing relationships with stakeholders, using data to generate insights and solving complex problems.
- Ability to function independently and within team environment with demonstrated tracking records in motivating and coaching staff to maximize their individual potentials.
- Proven ability to manage escalations, emergency response, and operational issue resolution. Demonstrated ability to navigate successfully in ambiguity, with multiple priorities in a fast-paced, changing environment.
- Strong analytical and problem-solving skills, including data analysis, trend identification, and root-cause resolution
Preferred Qualifications
- Advanced degree preferred
- Prior experience as a QA in a BPO setting.
- Excellent communication skills with a proven track record of collaborating effectively across global partners and cross-functional stakeholders.
- Solid interpersonal skills, sound judgment, and the ability to train, mentor, and coach team members.
- Analytical skills with the ability to conduct complex data analysis, derive insights, and translate them into actionable strategies.
- Proven ability to develop strategies, prioritise projects, and deliver high-quality outcomes.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
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