Director Quality Content Moderation/ Trust & Safety

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

Role & 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) initiatives
• Quality Frameworks: Develop and implement a robust quality assurance (QA) framework including Precision / Recall, Golden Set, RCA
• Program 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) reports
• RFP & 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 standards
• Audit & Compliance: Oversee audit processes to ensure moderation decisions align with internal policies, community guidelines, and regulatory requirements
• Data-Driven Insights: Set processes to ensure strong analysis of key quality metrics, identify trends, and drive continuous improvements based on data insights
• Process Optimization: Work with operations teams to refine workflows, enhance efficiency, and minimize errors in moderation decisions
• Training & Calibration: Design and execute calibration sessions, and coaching for moderators & fraud investigators to ensure alignment with policies
• Stakeholder Collaboration: Partner with policy, operations, analytics, and technology teams to enhance moderation and Trust & Safety process effectiveness
• Incident & Risk Management: Identify and mitigate risks related to content safety, policy violations, and escalations
• Technology Enablement: Collaborate with product and engineering teams to enhance quality tools, automation, and AI-driven solutions

Required Skill

• Experience: Minimum 13+ years in quality assurance, content moderation, trust & safety, or related domains. Prepare and distribute Gage R&R (Repeatability & Reproducibility) reports
• Leadership: Proven ability to lead quality teams, drive process improvements, and manage large-scale moderation operations
• Analytical 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 tools
• Communication: Excellent verbal and written communication skills, with experience in stakeholder management and executive reporting
• Problem-Solving: Strong critical thinking and decision-making abilities in complex and high-risk scenarios
• Tools & Technology: Familiarity with moderation platforms, QA tools, AI-driven content safety solutions, and workflow management systems
• Proficiency in Microsoft Office (Word, Excel, PowerPoint)

Preferred Qualifications:

• Experience in social media, ride-hailing, e-commerce, or gaming platforms
• Certification 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 scale

If you are passionate about ensuring online safety, driving quality, and optimizing content moderation operations, wed love to hear from you! Apply now to be part of a mission-driven and impactful team.