Quality Specialist (Safety OnCall), Trust & Safety

Responsibilities

About the team
The Account, Interaction & Search 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.

About the role
The Safety OnCall Quality Specialist ensures the highest standards of quality, accuracy, and operational excellence in content safety Oncall operations. This role focuses on monitoring, evaluating, and improving the performance of OnCall Specialists, ensuring consistent adherence to global safety standards and processes. The specialist partners closely with Team Leads, Product & Process Solutions and Oncall Specialist teams to identify performance gaps, implement process improvements, and drive continuous operational excellence.

Responsibilities
1. Quality Management & Performance Evaluation
- Monitor Oncall escalation handling and workflow adherence to ensure compliance with global safety standards.
- Conduct audits, quality assessments, and performance reviews of OnCall Specialist work to identify gaps and areas for improvement.
- Collaborate with Oncall Team Lead to provide targeted coaching and feedback for performance enhancement.
- Develop quality assurance processes, checklists, and evaluation frameworks to maintain consistent service excellence.
2. Oncall Process Improvement & Knowledge Management
- Analyze recurring escalations, operational trends, and system inefficiencies to recommend process enhancements.
- Partner with Product and Process Solutions teams to implement solutions that eliminate recurring issues and improve operational workflows.
- Maintain and update operational knowledge bases and self-help tools to empower internal teams for self-service.
- Support the continuous improvement of escalation-handling processes to enhance overall operational quality and efficiency.
3. Data Analysis & Reporting
- Track key quality and operational metrics (e.g., SLA compliance, accuracy, CSAT) to assess team performance.
- Prepare detailed reports and dashboards for leadership highlighting trends, risks, and actionable insights.
- Collaborate with Reporting & Insights (R&I) teams to ensure accurate and timely visibility into operational performance.