ABOUT THE ROLE:We serve our community of users and customers by working tirelessly to preserve free expression and choice, create limitless interactivity, and maintain a safe digital marketplace. The Content Moderation Quality Lead will oversee the end-to-end Quality Assurance program for content moderation workflows, ensuring policy compliance, user safety, and operational excellence across global footprint operations.
You are an experienced quality management professional with a deep understanding of Trust and Safety ecosystems. You are skilled at leading teams, defining sampling methodologies, and leveraging cutting-edge automation to improve accuracy. You thrive in fast-paced environments and excel at managing cross-functional relationships between internal stakeholders and external vendor partners.
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.
ITAR REQUIREMENTS:- To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. a7 1157, or (iv) Asylee under 8 U.S.C. a7 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.
