Trust Safety Training Quality Lead

B.responsible

• Being responsible of new hires onboarding, developmental trainings, quality assurance and risk control assessment;
• Collaborate with the Trust & Safety Training & Quality team in Amsterdam to establish a quality program that measurably improves performance of our teams and to provide structured and timely recommendations to enhance and improve performance;
• Create training documentation for T&S Analysts, EPS, Center of Excellence, and other relevant teams/business units.
• Design and monitor quality assurance methods and metrics to support and measure adoption of knowledge content and initiatives;
• Conduct quality checks and evaluate operational response activity to ensure accurate triage criteria and classification, case handling, process and policy adherence, and measuring performance against established QA benchmarks;
• Quality review of the most complex tasks handled by Tier 3 Trust & Safety CoE, high priority Investigation and Incident Management.
• Provide constructive feedback on a regular basis and facilitate engaging and empowering coaching sessions with the operational team members, covering procedure education and interpretation to ensure they are performing to the highest standards;
• Through data, identify trends and patterns affecting quality at the employee level as well as broader trends at the team and conduct root cause analysis;
• Oversee the entire Trust & safety onboarding experience, including the training schedule and quality assurance;
• Deliver reports for audits and evaluations containing key insights that will help operations stakeholders improve overall program performance;
• Proactively identify opportunities to improve operational workflows and processes through workflow optimization and innovation;
• Build collaborative partnerships between SMEs and Trust & Safety team members to build and scale effective learning solutions across their area of responsibility;
• Process some volume of investigations in order to maintain first-hand experience to perform QA;
• Able and willing to take on extra challenges;
• Other job related duties as assigned.

B.skilled

• Bachelor's degree or equivalent;
• 3-5 years of hands-on experience in influencing quality assurance and training making in the domain of tech, travel or trust and safety;
• Experience in a quality analysis or process improvement role;
• Excellent knowledge of learning & development, combined with the ability to deliver pragmatic and impactful solutions;
• Self-starter, hands-on and able to work independently;
• Good level of accuracy and strong attention to detail with the right level of interpersonal and analytical skills as well as emotional intelligence;
• Coaching/mentoring individuals to success and demonstrated ability to style-flex as needed based on a variety of situations, individuals and audiences;
• Excellent facilitation, communication, listening and stakeholder engagement skills with ability to translate needs into scalable knowledge solutions;
• Ability to analyze data and processes, derive insights, report insights in clear format, and present insights in compelling fashion to leadership. Able to publish these reports using quality and analytics tools;
• Familiarity with Trust & Safety risk trends like physical security, human rights, trust & safety and risk management;
• Effective time and workload management skills, able to assimilate information quickly whilst cutting through volume and complexity in order to focus on the priorities;
• High level of psychological resilience working with sensitive and distressing matters and ability to perform under pressure;
• Ability to operate in a fast paced and dynamic environment;
• Trustworthy character and ability to manage confidential and highly sensitive information with the highest levels of discretion and professionalism;
• Knowledge of Google/Microsoft Suite, in particular Google Sheets, Excel, Google Slides, Google Docs;
• Lean, Six Sigma, or other process improvement and quality body of knowledge is a plus.