Responsibilities

The Scaled Operations Program Manager, QA will develop and implement scalable QA frameworks, methodologies, and processes to ensure the accuracy, fairness, and efficiency of moderation decisions. They will establish key performance indicators (KPIs) and quality metrics to measure agent performance, decision accuracy, and process effectiveness, and identify gaps in moderation workflows recommending continuous improvement initiatives. The role involves partnering with policy, training, and operations teams to create robust calibration processes, investigating quality-related issues, conducting root cause analysis, and implementing corrective actions. Additionally, the manager will analyze QA data to generate actionable insights, collaborate with cross-functional teams, and oversee external QA vendors to drive continuous process enhancements.