Quality Assurance Lead, Trust & Risk - Remote

Overview

The Trust & Risk Quality Assurance Lead will play a critical role in ensuring that our Trust & Risk operations meet the highest standards of quality and accuracy. You’ll partner closely with cross functional teams to review high impact cases, identify trends in policy adherence and drive improvements that help us do right by our users, while protecting our platform.

In Short

• Own and iterate QA processes, playbooks, rubrics and sampling methods to ensure fair representative scoring across all user segments and channels.
• Oversee the monitoring and assessment of customer service interactions across various channels to ensure compliance with company standards and policies.
• Review and analyze quality metrics, customer feedback, and performance data to identify trends, issues, and areas for improvement.
• Offer actionable insights and recommendations to improve service quality, operational efficiency, and customer satisfaction.
• Work closely with customer experience managers, training teams, and other stakeholders to address quality issues, develop best practices, and implement process improvements.
• Supervise and mentor a team of Quality Assurance Specialists, providing guidance, support, and professional development.
• Hold regular calibration meetings to drive alignment and improvement across our in-house and partner teams.
• Monitor reviewer variance and ensure consistency through audits and feedback loops.
• Partner with external vendor management to ensure the consistent delivery and measurement of quality programs across the enterprise.
• Responsible for driving continuous improvements within customer satisfaction scores.

Requirements

• 5+ years in Operations or contact center environments, and at least 3+ years in quality assurance.
• Preferred experience in Trust & Risk or Fraud.
• Prior experience with Zendesk, QA software, data platforms such as Sigma, familiar with Excel/Google Sheets.
• Familiarity with working with large, diverse customer support, and operations organizations (preferred).
• Experience in startups, marketplaces, or e-commerce (preferred).
• Worked within multichannel support operations (chat, email, sms, phone).
• Passionate about delivering outstanding customer experiences.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication skills, both verbal and written.
• Proven ability to manage complex processes across internal and external teams.

Benefits

• Flexible Time off Policy and Company-wide Holidays (including a spring and winter break).
• Health Insurance options including Medical, Dental, Vision.
• Work From Home Support, including home office setup allowance and monthly allowance for cell phone and internet.
• Care benefits including monthly allowance for wellness and annual allowance towards Childcare.
• Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally.
• Monthly allowance to dogfood the app.
• Parental Leave: 16 weeks of paid parental leave + one month gradual return to work.