Quality Specialist - Trust and Safety- Los Angeles

Responsibilities:
- Conduct comprehensive audits of user support cases managed by our BPO partners to ensure compliance with established quality standards, SOPs, and scoring rubrics.
- Analyze quality performance data to identify trends, discrepancies, and areas for improvement.
- Serve as the subject matter expert for assigned markets, providing guidance to both partner points-of-contact and internal stakeholders.
- Participate in quality calibration sessions to maintain a consistent approach to quality evaluation across all BPO auditors.
- Develop, update, and refine Standard Operating Procedures to address identified quality gaps and drive continuous process improvements.
- Proactively identify process inefficiencies and collaborate with cross-functional teams to implement scalable solutions that enhance operational efficiency.
- Report key findings and insights to the Global Quality Lead, supporting strategic decisions and improvement plans.

Qualifications

Minimum Qualifications:
- 1+ years of experience in a quality assurance or customer support role, with proven expertise in conducting detailed quality audits and evaluations.
- Strong analytical skills with the ability to identify trends, derive actionable insights from data, and recommend improvements.
- Excellent attention to detail and strong organizational skills, with the capacity to manage multiple priorities concurrently.
- Proficiency with computers, CRM software, and data analysis tools.
- Excellent written and verbal communication skills in English.
- Fluency in Spanish, as the role will be overseeing LATAM market

Preferred Qualifications:
- Experience working in a cross-functional environment and collaborating with diverse teams.
- Familiarity with industry best practices and quality assurance methodologies.
- Ability to work independently and manage multiple tasks efficiently.

Job Information

[For Pay Transparency] Compensation Description (hourly)

The hourly rate range for this position in the selected city is $25.17- $35.73.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.