Head of Training and Quality - USDS
Responsibilities
Our Trust & Safety, Quality Assurance team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that Quality Assurance team interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.
We are seeking a seasoned professional with a background in Trust & Safety, Quality Assurance, Content Moderation, Training, and/or Operations Management. As the Senior Quality and Training Manager, you will report to the Head of US Safety Operations. You will own and lead both Quality Assurance and Training responsibilities for content moderation and user support, for both in-house and external BPO teams. You will lead a team of Quality Program Managers and QA Leads, Trainers and work closely with cross-functional Safety teams to enhance, maintain, and build new QA procedures and comprehensive training programs. Your team will be responsible for assessing moderation and user support team performance, conducting deep dive Root Cause Analyses (RCAs) and metrics analysis, and making recommendations that drive continuous quality improvement and effective learning interventions.
It is possible that this role will be exposed to harmful content on a daily basis.
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
Responsibilities
- You are the owner of Operational quality and training across all US content moderation and user support workflows, for both internal teams and external BPOs.
- Work with Safety Ops Leadership and cross-functional teams to understand various product ecosystems, ensuring alignment of QA assessment procedures and training content with product strategies.
- Guide QA Program Managers and QA Leads to develop and/or enhance quality frameworks, methods for performance management, and tracking KPIs.
- Lead the development, delivery, and ongoing management of comprehensive training programs for new hires and continuous learning for existing moderation and user support teams (in-house and BPO).
- Identify training needs and gaps through performance data analysis, quality audits, policy updates, and feedback, designing targeted solutions to improve agent proficiency and consistency.
- Lead a team of Quality Assurance Specialists to perform ad-hoc QA testing, RCA, data analysis & deep dives, make reports & policy recommendations, and triage escalations.
- Analyze data first to validate recommendations made by your team to drive continuous quality improvement and inform training effectiveness across partner sites and workflows.
- Enhance quality processes with automation of metrics by creation of dashboards.
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- Oversee the ongoing upskilling of trainers within BPO partners and internal teams.
- Lead and/or assist cross-functional or QA/Training teams and Leadership with ad-hoc projects based on business needs or upon request.
- Validate information of RCA reports created by your team and present findings to key internal stakeholders.
- Ensure that our vendor partners meet and exceed quality SLAs and receive the necessary training and support to achieve objectives.
- A willingness to dedicate by show of strong ownership and putting business needs first.
- Ability to lead effectively, prioritize projects, and ensure the delivery of high-quality work under time constraints.
Qualifications
Minimum Qualifications
- Minimum BA/BS degree in Business, Statistics, Education, or a relevant field and/or 5+ years of relevant experience.
- 8+ years in Content Quality, Trust & Safety Operations, Training, or a similar industry.
- 5+ years managing FTEs.
- 3+ years of working with BPOs, including managing quality and/or training programs for them.
- Strong analytical skills with the ability to perform complex data analysis to derive key insights regarding performance, quality, and training effectiveness.
- Able to speak to data with excellent communication skills.
- Experience working cross-functionally with external and internal teams.
Preferred Qualifications
- Proficiency using SQL to extract data and utilizing data visualization tools such as Tableau.
- Experience in Six Sigma, Lean principles, or Operational Maturity methodologies.
- Proven leader with project management, planning, presenting, and communication skills.
- Ability to adapt rapidly to changing work environments, work priorities, and organizational needs.
- Ability and willingness to work as an individual contributor on various projects.
- Experience working with partners internationally across different time zones.
- Detail-oriented with the ability to create and maintain reports, procedures, proposals, and presentations.
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $147000 - $270000 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.
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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