Job Title

Job Role: Trust & Safety - Quality ManagementLocation: HyderabadExperience: 13–18 YearsQualification: Any GraduateLanguage Requirement: Proficient in English (Written & Verbal)About the RoleWe 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 Responsibilities1. Quality Governance & AuditingLead 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 ManagementLead 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 AssessmentEnsure 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 ManagementDevelop 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 & ReportingAnalyze 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 FocusEnsure 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 & CompetenciesIn-depth knowledge of Content Moderation Guidelines & PoliciesStrong understanding of Trust & Safety operationsQuality Assurance & Audit Framework ExpertiseRoot Cause Analysis (RCA)SLA/KPI ManagementStakeholder & Client ManagementDecision-making & Risk Assessment capabilityStrong analytical skills & data interpretationExcellent communication & facilitation skillsProficiency in MS Excel, PowerPoint, and reporting toolsHigh emotional resilience and cultural sensitivityPreferred QualificationsExperience in large-scale BPO/BPM/Operations environmentExposure to cross-vendor calibration and governance modelsPrior experience managing medium to large QA teamsLean / Six Sigma knowledge (preferred)