Quality & Training Specialist, Account Interaction & Search Safety - Lisbon - Spanish Speaker
Responsibilities
The Quality & Training Specialist (QTS) department ensures that safety policies are enforced accurately and consistently at scale. The Q&T Market Lead acts as the strategic bridge between high-level policy and boots-on-the-ground execution. While Specialists focus on quality assurance, the Lead focuses on systemic scalability, proactive operational risk identification and mitigation, and team excellence.
- This role requires commitment to work shifts, weekends, and public holidays as operational needs demand.
What will I be doing?
- Quality Assurance & Auditing: Conduct regular analytical audits of human moderation, ensuring all processes comply with data protection and Trust & Safety standards while maintaining specific audit targets (e.g., Accuracy, RCA, and Appeal success rates).
- Data Analysis & RCA: Perform deep-dives into recurring quality issues through Root Cause Analysis (RCA), spot error patterns, and translate data into actionable feedback for Operational Guidelines & Standards and Operations Teams to drive continuous process optimization.
- Policy Interpretation & Curation: Act as an authority to provide expert judgment on complex, ambiguous, or high-risk cases under quality methodologies and processes (like KOM). Deeply interpret safety guidelines and validate "golden sets" (benchmark data) to guide enforcement accuracy.
- Calibration & Collaboration: Lead calibration sessions to ensure consistency across different moderation teams. Partner with cross-functional stakeholders (BPO Partners, PPS, PS, and OGS teams) to simplify complex policy explanations and drive global quality goals.
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- Operational Oversight & Escalation: Manage and resolve unprecedented "edge cases" with speed and accuracy. Drive policy cascading to ensure new policies & operational guidelines updates are 100% communicated and implemented across all relevant internal and external partners.
- Technical Reporting & AI Utilization: Leverage AI to improve performance and reduce manual, repetitive tasks. Utilize QA dashboards, RCA tools, and calibration platforms to prepare comprehensive weekly and monthly reports focusing on market accuracy, error trends, and policy gaps.
- Training & Policy Cascade: Lead or support training rollouts for new policy changes and operational guideline updates, especially for BPO staff, ensuring changes are clearly understood, operationalized, and consistently applied. This is estimated to take up around 20% of total monthly output deliverables.
Qualifications
Minimum Qualifications:
1. Quality Assurance Experience: Proven expertise in conducting analytical audits, tracking performance targets, and maintaining data integrity within a trust and safety, compliance, or high-volume operational environment.
2. Problem-Solving Skills and Ownership: Strong capability in conducting Root Cause Analysis (RCA), identifying trend patterns, and suggesting process optimizations that reduce error rates while maintaining high-speed moderation. High level of self-motivation with the ability to operate independently, demonstrate end-to-end ownership, and thrive in a fast-paced, ambiguous environment.
3. Policy Interpretation & Judgment: Deep understanding of content policies and SOPs, with the critical thinking skills required to make expert judgments on complex or high-risk escalation cases.
4. Cross-Functional Communication: Excellent stakeholder management skills with the ability to lead calibration sessions, deliver training, and partner with BPO and internal teams to align on global quality goals.
5. Technical & Reporting Proficiency: Fluency in data visualization, reporting, and utilizing QA/calibration tools. Ability to leverage Artificial Intelligence (AI) to streamline workflows and provide actionable feedback on system functionality.
6. Fluency in Spanish is required for interacting with local content and stakeholders in the Spanish market, plus fluency in English as the primary working language.
7. For internal candidates, the current job level must be G3 or above
Preferred Qualifications:
1. Candidates with Account Interaction & Search Safety policy knowledge will be preferred
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)
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