Quality and Training Lead

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Requirements:

• 3+ years of experience in Quality Assurance, Training, or Learning & Development, preferably within Trust & Safety, Risk Operations, or Customer Support.
• Proven experience designing and managing QA programs and training initiatives for support teams.
• Strong analytical skills with the ability to interpret QA data and drive process improvements.
• Excellent facilitation, coaching, and communication skills to engage learners and stakeholders effectively.
• Familiarity with Trust & Safety principles, case handling, and risk mitigation strategies in a fast-paced, high-risk environment.
• Experience working with QA tools, LMS platforms, and knowledge management systems.
• Ability to manage multiple priorities, projects, and stakeholders in a dynamic environment.

Responsibilities:

• Develop and maintain a quality assurance framework to assess and improve the performance of Trust & Safety support teams.
• Define QA scorecards, evaluation criteria, and feedback mechanisms to ensure consistency in case handling and adherence to policies.
• Partner with team managers to analyze QA data and trends to identify areas for continuous improvement and work cross-functionally to implement process enhancements.
• Design and execute new hire training programs, refresher courses, and continuous learning initiatives for Trust & Safety teams.
• Maintain and update training materials, playbooks, and knowledge bases in response to policy and operational changes.
• Work closely with stakeholders to ensure training aligns with policy updates, legal requirements, and emerging safety risks.
• Support audit processes and contribute to compliance initiatives related to Trust & Safety operations.