Job Description

The QTS department ensures that safety policies are enforced accurately and consistently at scale. The T&Q Market Lead acts as the strategic bridge between high-level policy and boots-on-the-ground execution. While Specialists focus on daily quality assurance, the Lead focuses on systemic scalability, proactive risk identification, and team excellence.

What will I be doing?

- Strategic Governance & Risk Oversight: Drive quality performance across all markets. Proactively identify systemic risks and emerging blind spots (e.g., novel harmful content trends), and partner closely with Policy teams to resolve complex edge cases, close calibration gaps, and drive consensus on policy interpretation.

- Data Strategy & RCA Leadership: Drive cross-functional Root Cause Analysis (RCA) for major quality defects, ensuring Policy, Engineering, and Operations are aligned on permanent resolutions. Translate raw quality trends into strategic executive summaries for stakeholders.

- Team Leadership & Capability Development: Lead, mentor, and develop a team of Quality & Training Specialists. Drive high standards of performance through regular "shadow audits" and calibration sessions, ensuring inter-rater reliability and continuous competency growth.

- Quality Program Innovation: Drive continuous improvement of quality frameworks. Re-engineer processes, optimize workflows, and leverage AI/automation to transition from fixed audits to dynamic sampling models, reducing manual audit hours.

- Stakeholder Collaboration & Policy Influence: Partner with Policy, Operations, BPO QA, and Training teams. Inject real-world "Golden Sets" into onboarding curricula and translate market insights into actionable policy, process, and training enhancements.

- Predictive Risk Assessment: Adopt a "Market Architect" mindset by producing quarterly threat outlooks that anticipate how seasonal events (e.g., elections, holidays) will impact quality risks, and standardize local operational successes for global scalability.

- Training Governance & Effectiveness: Establish a robust approach to training governance by identifying capability gaps from audit findings and RCA trends, shaping training priorities, and monitoring post-training quality performance to ensure learning interventions deliver measurable improvements.

- This role requires commitment to work shifts, weekends, and public holidays as operational needs demand.

Minimum Qualification

1. Team Leadership & Coaching: Min 3 years of proven experience managing and developing high-performing quality or operational teams in a fast-paced environment, with a strong focus on capability building and employee engagement.

2. Advanced Analytics & RCA Leadership: Deep expertise in data-driven analysis, capable of leading complex Root Cause Analyses (RCA) and translating raw metrics (accuracy scores, error trends) into actionable, strategic business recommendations. Assess the effectiveness of training initiatives using quality metrics, calibration outcomes, and error trends, and to refine interventions based on performance data.

3. Quality Governance, Cultural Nuance & Policy Expertise: Deep understanding of regional market dynamics, languages, and operational differences to ensure quality standards are culturally informed and globally consistent. Mastery of content policies, safety guidelines, and quality frameworks. Possesses the judgment and authority to resolve unprecedented, high-risk cases and establish clear enforcement benchmarks.

4. Program Innovation & AI Leverage: Strong track record of optimizing operational workflows and implementing AI-driven or automated solutions to enhance process efficiency and scalability.

5. Cross-Functional Stakeholder Management: Exceptional ability to align senior stakeholders across Policy, Operations, and Product, successfully driving cross-functional projects and influencing policy adjustments based on market realities.

6. Predictive & Systematic Thinking: Ability to proactively identify systemic risks, forecast emerging operational threats, and design scalable solutions that prevent error recurrence.

7. Training Strategy & Change Management: Experience leading or influencing policy rollout and training alignment across internal and BPO teams, with the ability to operationalize policy updates through clear communication, structured learning plans, and stakeholder alignment.

Preferred Qualification

1. Experience working in fast-paced, high-volume operational environments

2. Strong attention to detail with ability to follow structured frameworks and guidelines