Trust & Safety - Quality Management

Job Role: Trust & Safety - Quality Management

Location: Hyderabad

Experience: 13–18 Years

Qualification: Any Graduate

Language Requirement: Proficient in English (Written & Verbal)

About the Role

We are seeking an experienced Quality Auditing Manager to lead Quality Management within our Trust & Safety – Content Moderation Operations. The role will be responsible for overseeing quality governance, auditing frameworks, policy adherence, and performance excellence across large-scale content moderation teams.

This position plays a critical role in ensuring content moderation processes are compliant, consistent, and aligned with client policies while maintaining operational efficiency and high-quality standards.

Key Responsibilities

1. Quality Governance & Auditing

• Lead end-to-end quality assurance processes for Trust & Safety operations.
• Conduct and oversee quality audits to ensure adherence to content moderation guidelines.
• Ensure achievement of defined SLAs, KPIs, and CPIs related to quality and performance.
• Participate in internal and cross-vendor calibration sessions with clients.
• Monitor quality metrics, identify trends, and drive continuous improvement initiatives.

2. Team Leadership & Performance Management

• Lead and manage quality teams supporting large-scale content moderation operations.
• Conduct performance reviews (Monthly, Quarterly, Annual).
• Develop corrective action plans and performance improvement plans as needed.
• Conduct daily huddles (Pre-shift & Post-shift) to drive performance and process alignment.
• Provide coaching, mentoring, and feedback to improve analyst performance.

3. Policy Interpretation & Risk Assessment

• Ensure accurate and consistent interpretation of content moderation guidelines.
• Assess potential content risks and recommend appropriate actions.
• Drive root cause analysis (RCA) for quality gaps and recommend corrective measures.
• Support escalation handling and resolution in collaboration with stakeholders.

4. Stakeholder & Client Management

• Develop strong working relationships with client stakeholders.
• Lead governance discussions on quality performance and improvement initiatives.
• Present audit findings, trends, and action plans to senior leadership and clients.
• Align process improvements with client business requirements.

5. Data Analysis & Reporting

• Analyze quality metrics and generate actionable insights.
• Prepare detailed reports using MS Excel, PowerPoint, and related tools.
• Track incidents and ensure timely resolution.
• Drive data-backed quality improvement initiatives.

6. Operational Excellence & Well-being Focus

• Ensure operational consistency across teams and geographies.
• Promote resilience, emotional well-being, and cultural sensitivity within the team.
• Support initiatives designed to maintain team engagement and mental health in high-sensitivity content environments.

Required Skills & Competencies

• In-depth knowledge of Content Moderation Guidelines & Policies
• Strong understanding of Trust & Safety operations
• Quality Assurance & Audit Framework Expertise
• Root Cause Analysis (RCA)
• SLA/KPI Management
• Stakeholder & Client Management
• Decision-making & Risk Assessment capability
• Strong analytical skills & data interpretation
• Excellent communication & facilitation skills
• Proficiency in MS Excel, PowerPoint, and reporting tools
• High emotional resilience and cultural sensitivity

Preferred Qualifications

• Experience in large-scale BPO/BPM/Operations environment
• Exposure to cross-vendor calibration and governance models
• Prior experience managing medium to large QA teams
• Lean / Six Sigma knowledge (preferred)