Quality Team Lead
6 days ago
A Sr. Associate Manager - QA in the Content Moderation and Trust & Safety team, he/she will be responsible for ensuring accuracy, and consistent moderation decisions across all content types and platforms
Role & responsibilities
- Design and publish a weekly sampling framework ensuring transaction coverage across user reports, escalations, proactive reviews
Align the sampling plan with client requirement, policy sensitivity levels, user impact, and content type (text, image, video, live streaming)
Maintain strict adherence to sampling SLAs and agent-to-QA feedback timelines
- Conduct root cause analysis oriented audits, especially in high-risk content areas (child safety, hate speech, misinformation, CSAM, etc.)
Deploy corrective action plans (MIPs) for individuals or policy areas showing repeat, trending accuracy issues
Lead weekly policy calibration sessions with QA, Training, and Operations teams to ensure interpretation alignment
Participate in client calibrations and inter-location sync-ups to harmonize standards and Quality scoring
Work closely with Trust & Safety policy/training teams to identify gaps in SOP interpretation, escalation handling, and gray-area decisioning
- Flag systemic failures and initiate risk logs for critical violations with potential reputational impact
Preferred candidate profile
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