Quality Program Lead, X Safety

Responsibilities

• Develop and maintain a comprehensive Quality program to ensure a consistent, safe user experience.
• Leverage AI-driven tools for quality monitoring, content moderation performance analysis, and predictive error detection.
• Oversee the content moderation quality frameworks across both captive and third-party vendor operations.
• Manage a high-performing team of Quality Analysts, including full-time employees and contractors.
• Collaborate with Operations Managers, Site Leads, and Vendor Operations to drive continuous quality improvements.
• Define precise audit sampling methodologies and construct robust quality processes for policy workflows.
• Design and implement scalable, standardized quality assessment processes globally.
• Lead process excellence frameworks to maximize community safety and operational accuracy.
• Reduce workflow complexity through process automation, standard operating procedures, and strategic mapping.
• Review and minimize policy escalations resulting from moderation errors across delivery sites.
• Recommend continuous enhancements to internal moderation tools, safety policies, procedures, and training programs.
• Drive targeted operational improvements through thorough root cause analysis.
• Build and sustain a data-driven Quality Program enabled by AI analytics to enhance policy accuracy and operational efficiency.
• Design specific quality assessment and feedback mechanisms tailored to high-volume content moderation operations.
• Create and manage regular quality audits, checklists, and comprehensive summary reports detailing compliance and edge-case exceptions.
• Maintain rigorous QA documentation, including action item logs and policy calibration trackers.
• Drive individual moderator audits, monitor process compliance, and execute targeted performance tracking for bottom-quartile agents.
• Conduct specialized root cause analysis studies on performance trends, presenting courses of action to stakeholders for policy calibration.
• Report routinely on quality program activities and leverage analytics to improve overall operational effectiveness.

Basic Qualifications

• Bachelor’s degree in a relevant field or equivalent practical experience.
• 4–5 years of quality management experience specifically within captive and vendor content moderation or trust and safety operations.
• Proven experience managing and leading teams of Quality Analysts.
• Deep expertise in designing, scaling, and running global alignment and calibration processes.
• Strong data analytics capabilities, including sampling methodology, coaching frameworks, and performance insights.
• Excellent project and program management skills with a track record of cross-functional collaboration.
• Skilled in executive-level communication and influencing operational stakeholders across multiple sites.
• Experience leveraging AI tools and automated platforms to enhance quality management workflows.

Preferred Skills and Experience

• Demonstrated ability to collect, analyze, and visualize complex trend data to inform strategic policy decisions.
• Proficiency with business intelligence and dashboard tools such as SQL, Looker, Tableau, or equivalent data visualization platforms.
• Familiarity with AI-powered moderation analytics, automated scoring, and operational optimization platforms.