Job Description

Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community

Our QA's will take ownership of the quality success of their internal or external stakeholders, identify and clear blockers to high performance, and be on hand to support their team in their drive for excellence. They will take a role in performance monitoring, and provide crucial reporting to relevant stakeholders, leading to the success & growth of our teams.

The successful candidate must be capable of working with XFN teams to identify the needs of their project. Be comfortable navigating ambiguous situations, and be able to set clear SMART goals for themselves & our teams.

They must also be willing and able to take ownership of this role, identify & suggest process improvements, & help to develop a best practice methodology for the QA role.

What will I be doing:

- Perform daily quality audits on internal systems to ensure adherence to defined policies, processes, and quality standards.

- Analyze audit findings and error patterns, and provide clear, actionable feedback to both in-house and BPO teams to drive quality improvement.

- Conduct in-depth root cause analysis (RCA) to identify underlying drivers of errors and develop effective action plans to reduce error rates and prevent recurrence.

- Work closely with overseas quality analysts and cross-regional stakeholders to align on RCA outcomes, quality improvement initiatives, and project execution plans for BPO teams.

- Identify potential risks, errors, or loopholes in existing policy definitions, processes, and tools, and proactively provide recommendations for optimization and enhancement.

- Propose new policy additions and continuous improvements to existing workflows, tools, and quality frameworks to support scalable operations.

- Design, develop, and deliver effective policy, process, and quality training programs (classroom and/or online) for both internal and external teams across multiple projects.

- Create and maintain structured onboarding training plans, SOPs, and materials to support new joiners in achieving ramp-up and productivity targets.

- Provide real-time support and guidance on policy and quality-related questions to frontline teams to ensure consistent and accurate execution.

- Partner with business and labeling teams to support performance management, including group coaching, bottom-performer identification, targeted retraining, and capability uplift.

- Work with regional leadership and key stakeholders to identify training needs, bridge capability gaps, and support professional development pathways across all career levels.

- Develop and administer training assessments, analyze results, and conduct post-training follow-ups to evaluate training effectiveness and inform continuous improvement.

- Compile and deliver regular quality and training plans, progress updates, and impact reports to management as required.

- Participate in or lead policy briefings to ensure consistent understanding and application of policy changes, aligned with regional cultural, social, geographical, and political contexts.

- Provide constructive input on improving training-related processes, systems, and quality governance mechanisms.

- Policy update cascading: Facilitate the cascading of policy updates and including downstream teams in related training and learning plans.

- Regular knowledge checks and calibration: Conduct regular knowledge checks and calibration through multiple approaches to identify frontline knowledge gaps and ensure consistent policy clarification and targeted training.