Quality Team Lead

The Quality Team Lead is responsible for leading a team of Quality Analysts supporting a Content Moderation program. The role focuses on ensuring moderation decisions meet client policies, quality standards, and operational KPIs while driving continuous improvement through coaching, audits, and stakeholder management.

Key Responsibilities

• Lead and manage a team of Quality Analysts supporting Content Moderation operations.
• Ensure quality targets, accuracy metrics, and client SLAs are consistently achieved.
• Conduct regular quality reviews, audits, calibrations, and root cause analysis.
• Provide coaching, feedback, and development plans to improve team performance.
• Identify quality trends, policy gaps, and training opportunities.
• Partner with Operations, Training, and Policy teams to drive performance improvements.
• Prepare and present daily, weekly, and monthly quality reports to management and clients.
• Manage escalations, policy clarifications, and quality-related investigations.
• Conduct performance reviews and support succession planning within the quality team.
• Ensure compliance with client guidelines, internal policies, and data security requirements.
• Participate in client calibrations and business reviews.

Required Qualifications

• Bachelor's Degree or equivalent work experience.
• Minimum 2-3 years of experience in a Quality role within Content Moderation, Trust & Safety, BPO, or Customer Experience environments.
• Minimum 1 year of people management or Team Lead experience.
• Experience performing audits, coaching sessions, and data analysis.
• Strong communication and stakeholder management skills.
• Advanced proficiency in Microsoft Excel and reporting tools.
• Ability to work in a fast-paced, 24/7 operational environment.