Director, Quality Content Moderation, Trust

4 weeks ago

Hyderabad, Telangana, India Sutherland Full time
Job Summary:We are seeking an experienced Quality Leader to drive excellence in Content Moderation & Trust & Safety operations. This role will

spearhead quality initiatives and lead a team of QA Team Leaders across multiple programs in India , ensuring alignment with global quality standards while fostering a culture of continuous improvement and operational excellence.This role will be responsible for

designing, implementing, and managing quality frameworks

that ensure high standards of accuracy, consistency, and compliance in moderation and Trust & Safety processes.The ideal candidate will have a strong background in quality management, data-driven decision-making, and a deep understanding of content policies, safety standards, and regulatory compliance.

Additionally, the Quality Leader will be responsible for driving operational growth, scaling quality initiatives, and enhancing overall efficiency

Key Responsibilities:Quality Strategy:

Drive a comprehensive quality strategy that

enhances operational excellence, fosters continuous improvement, and ensures best-in-class standards

across Content Moderation (Como) and Trust & Safety (T&S) initiativesQuality Frameworks:

Develop and implement a robust

quality assurance (QA) framework

including

Precision / Recall, Golden Set, RCAProgram Delivery:

Develop and share a weekly sampling plan with the QA team. Develop and share a weekly sampling plan with the QA team. Prepare and distribute Gage R&R (Repeatability & Reproducibility) reportsRFP & Orals Support : Provide

strategic support for RFPs and orals , ensuring a strong quality-focused thought leadership approach. Stay up to date with the

best practices in Quality

for Content Moderation (CoMo) and Trust & Safety (T&S)Lead the hiring process and establish robust Quality frameworks

for newly acquired accounts, ensuring seamless implementation and alignment with industry standardsAudit & Compliance:

Oversee audit processes to ensure moderation decisions align with internal policies, community guidelines, and regulatory requirementsData-Driven Insights:

Set processes to ensure strong analysis of key quality metrics, identify trends, and drive continuous improvements based on data insightsProcess Optimization:

Work with operations teams to refine workflows, enhance efficiency, and minimize errors in moderation decisionsTraining & Calibration:

Design and execute calibration sessions, and coaching for moderators & fraud investigators to ensure alignment with policiesStakeholder Collaboration:

Partner with

policy, operations, analytics, and technology teams

to enhance moderation and Trust & Safety process effectivenessIncident & Risk Management:

Identify and mitigate risks related to content safety, policy violations, and escalationsTechnology Enablement:

Collaborate with product and engineering teams to enhance quality tools, automation, and AI-driven solutions

Required Qualifications:

Experience:

Minimum

13+ years

in quality assurance,

recent experience

should be in

content moderation, trust & safety, or related domains. Prepare and distribute Gage R&R (Repeatability & Reproducibility) reportsLeadership:

Proven ability to lead quality teams, drive process improvements, and manage large-scale moderation operationsAnalytical Skills:

Strong proficiency in

data analysis, reporting tools, and quality metrics tracking

(e.g., RCA, Six Sigma, Lean)Industry Knowledge:

In-depth understanding of

content moderation policies, risk management, regulatory requirements, and AI-based moderation toolsCommunication:

Excellent verbal and written communication skills, with experience in stakeholder management and executive reportingProblem-Solving:

Strong critical thinking and decision-making abilities in complex and high-risk scenariosTools & Technology:

Familiarity with

moderation platforms, QA tools, AI-driven content safety solutions, and workflow management systemsProficiency in Microsoft Office (Word, Excel, PowerPoint)

Preferred Qualifications:Experience in

social media, ride-hailing, e-commerce, or gaming platformsCertification in

Lean Six Sigma, COPC, or related quality frameworks

Why Join Us?Work with a

global team

driving trust & safety in digital environments.Opportunity to influence and improve

content moderation standards

at scaleIf you are passionate about

ensuring online safety, driving quality, and optimizing content moderation operations , we'd love to hear from you Apply now to be part of a

mission-driven

and

impactful

team.

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