Quality Team Lead

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