Quality Program Lead, X Safety
On-siteBastrop, Texas, United States
Job Summary
Develop and maintain a comprehensive Quality program to ensure consistent, safe user experiences across global content moderation workflows. Leverage AI-driven tools for quality monitoring, performance analysis, and predictive error detection while overseeing frameworks for both captive and third-party vendor operations. Manage a high-performing team of Quality Analysts, including contractors, and define precise audit sampling methodologies to construct robust quality processes. Collaborate with Operations Managers and Site Leads to drive continuous improvements, reduce workflow complexity through automation, and minimize policy escalations from moderation errors. Create and manage regular quality audits, checklists, and summary reports detailing compliance and edge-case exceptions, while conducting root cause analysis on performance trends to inform policy calibration.
Required 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
- U.S. citizen or national
- U.S. lawful, permanent resident (aka green card holder)
- Refugee under 8 U.S.C. § 1157
- Asylee under 8 U.S.C. § 1158
- Eligible to obtain the required authorizations from the U.S. Department of State
Desired Qualifications
- 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
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