Manager II - Trust & Safety Quality
To see similar active jobs please follow this link: Remote Management jobs
The Trust and Safety Quality team is fundamental to providing a safe and fair experience for Pinners, ensuring enforcement teams apply Pinterest’s Community Guidelines reasonably and accurately. The Manager of Trust and Safety Quality Assurance will lead a team of knowledgeable and experienced Quality Assurance (QA) professionals who play a crucial role ensuring the highest standards of quality content moderation on our platform. Your team will be responsible for evaluating and assessing Business Process Outsourcing (BPO) vendor performance, analyzing performance data and delivering the insights that improve overall performance. The role works cross-functionally with internal leadership teams within Trust and Safety to ensure that quality standards are being met in alignment with each leaders’ business objectives. The Trust and Safety Quality team’s work encompasses QA of QA for all BPO supported workflows and internal workflows.
What you’ll do:
Design and develop a comprehensive moderation quality strategy that is scalable, efficient, and aligns with the company's values and policies.
Build and lead a high performing team of QA professionals, managing their capacity and throughput to ensure quality commitments are met.
Leverage best in class standards to devise KPIs to measure both BPO vendor performance and QA outcomes, advising Trust & Safety Operations on targets set and proactively reporting on metrics.
Manage the BPO quality vendor relationship directly and in partnership with both Vendor Management and Training.
Identify risks with quality measurement, determining thresholds for investigations.
Collaborate and communicate effectively with internal stakeholders, including Policy, Training, and Enforcement Operations teams.
Enhance existing Quality Assurance (QA) process and improve QA reporting to accelerate quality improvements.
Conduct regular audits and evaluations of outsourced processes to address quality issues and drive continuous improvement.
Assess, recommend, and partner with Trust and Safety product and engineering teams to identify technologies to be leveraged and secure tooling needs within the QA framework.
What we’re looking for:
3+ years of direct QA people management experience of remote/distributed global team
7+ years experience in a quality control or quality assurance role
Experience working with Business Processing Outsourcing(BPO) to achieve performance goals
Experience in Content Moderation, Content Quality, Content Safety, and Labeling
Experience in Trust & Safety related Case Management (ex. Intellectual Property, Law Enforcement, Privacy) and approaches to quality (both process and measurement) for those work flows
Strong knowledge of QA principles, methodologies, tools/technologies, and best practices
Excellent analytical, problem-solving, and critical-thinking skills
Able to articulate complex systems and processes to senior leadership, cross-functional teams and stakeholders to build understanding, influence and gain alignment
Comfortable viewing and discussing controversial, graphic, or sensitive content
Relocation Statement:
This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.
In-Office Requirement Statement:
We let the type of work you do guide the collaboration style. That means we're not always working in an office, but we continue to gather for key moments of collaboration and connection.
This role will need to be in the office for in-person collaboration 1-2 times per half, and therefore can be situated anywhere in the country.
#LI-REMOTE
#LI-KR1
About the job
Manager II - Trust & Safety Quality
To see similar active jobs please follow this link: Remote Management jobs
The Trust and Safety Quality team is fundamental to providing a safe and fair experience for Pinners, ensuring enforcement teams apply Pinterest’s Community Guidelines reasonably and accurately. The Manager of Trust and Safety Quality Assurance will lead a team of knowledgeable and experienced Quality Assurance (QA) professionals who play a crucial role ensuring the highest standards of quality content moderation on our platform. Your team will be responsible for evaluating and assessing Business Process Outsourcing (BPO) vendor performance, analyzing performance data and delivering the insights that improve overall performance. The role works cross-functionally with internal leadership teams within Trust and Safety to ensure that quality standards are being met in alignment with each leaders’ business objectives. The Trust and Safety Quality team’s work encompasses QA of QA for all BPO supported workflows and internal workflows.
What you’ll do:
Design and develop a comprehensive moderation quality strategy that is scalable, efficient, and aligns with the company's values and policies.
Build and lead a high performing team of QA professionals, managing their capacity and throughput to ensure quality commitments are met.
Leverage best in class standards to devise KPIs to measure both BPO vendor performance and QA outcomes, advising Trust & Safety Operations on targets set and proactively reporting on metrics.
Manage the BPO quality vendor relationship directly and in partnership with both Vendor Management and Training.
Identify risks with quality measurement, determining thresholds for investigations.
Collaborate and communicate effectively with internal stakeholders, including Policy, Training, and Enforcement Operations teams.
Enhance existing Quality Assurance (QA) process and improve QA reporting to accelerate quality improvements.
Conduct regular audits and evaluations of outsourced processes to address quality issues and drive continuous improvement.
Assess, recommend, and partner with Trust and Safety product and engineering teams to identify technologies to be leveraged and secure tooling needs within the QA framework.
What we’re looking for:
3+ years of direct QA people management experience of remote/distributed global team
7+ years experience in a quality control or quality assurance role
Experience working with Business Processing Outsourcing(BPO) to achieve performance goals
Experience in Content Moderation, Content Quality, Content Safety, and Labeling
Experience in Trust & Safety related Case Management (ex. Intellectual Property, Law Enforcement, Privacy) and approaches to quality (both process and measurement) for those work flows
Strong knowledge of QA principles, methodologies, tools/technologies, and best practices
Excellent analytical, problem-solving, and critical-thinking skills
Able to articulate complex systems and processes to senior leadership, cross-functional teams and stakeholders to build understanding, influence and gain alignment
Comfortable viewing and discussing controversial, graphic, or sensitive content
Relocation Statement:
This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.
In-Office Requirement Statement:
We let the type of work you do guide the collaboration style. That means we're not always working in an office, but we continue to gather for key moments of collaboration and connection.
This role will need to be in the office for in-person collaboration 1-2 times per half, and therefore can be situated anywhere in the country.
#LI-REMOTE
#LI-KR1