Training and Quality Director - Trust and Safety

Position Overview and Responsibilities

The Training and Quality Assurance Director for the Trust and Safety/Content Moderation vertical is a critical leader within our organization, responsible for ensuring the highest standards of operational excellence, agent preparedness, and risk mitigation in a fast-paced BPO environment. Based in Cebu City, Philippines, this role is pivotal in safeguarding digital platforms, upholding brand integrity, and creating a safe online experience for users worldwide. The Director will oversee the design, implementation, and continuous improvement of training and quality assurance strategies to support large-scale content moderation programs for global clients.

Key Responsibilities:

Strategic Leadership

Develop, lead, and own the overall training and quality assurance vision for the Trust and Safety/Content Moderation vertical, aligning with the company’s mission and client objectives.

Collaborate closely with Operations, Client Services, Human Resources, and Product teams to deliver integrated quality and learning solutions.

Be a trusted advisor to senior leadership, providing expertise on industry best practices, emerging risks, and changing regulatory requirements.

Training Program Management

Design and implement comprehensive onboarding and continuous learning programs for content moderators, team leaders, and managers.

Develop curriculum and training materials focused on trust and safety guidelines, platform policies, community standards, mental wellness, and resilience-building.

Ensure training modules are current with evolving global regulations, client protocols, and the latest in digital content risks (e.g., misinformation, hate speech, graphic content).

Drive training effectiveness through data-driven assessments, feedback loops, and certification processes.

Quality Assurance Strategy

Lead the end-to-end Quality Assurance (QA) program for the content moderation function, ensuring rigorous and impartial evaluations of agent performance, compliance, and risk management.

Establish and refine QA frameworks, calibration sessions, and scorecards tailored to Trust and Safety operations.

Utilize analytics and root cause analysis to identify trends, gaps, and systemic risks, translating findings into actionable insights and improvement plans.

Drive a culture of continuous improvement and operational excellence, with a focus on accuracy, consistency, and fairness in moderation decisions.

People Development & Coaching

Lead, mentor, and develop a high-performing team of QA managers, trainers, and analysts.

Foster a positive, inclusive, and psychologically safe workplace culture that prioritizes mental health and employee well-being.

Champion talent development initiatives, succession planning, and leadership pipelines for the Training and QA function.

Client Engagement & Relationship Management

Serve as the primary Training & QA contact for client presentations, business reviews, and audits.

Translate client needs and feedback into actionable initiatives and customized learning solutions.

Prepare and present clear, data-driven reports highlighting quality metrics, training effectiveness, and risk mitigation outcomes.

Risk Management & Compliance

Monitor, interpret, and ensure adherence to all regulatory standards and client-mandated compliance requirements relevant to digital trust and safety.

Implement robust escalation protocols, incident response procedures, and QA audit trails to mitigate operational and reputational risks.

Partner with legal and compliance teams to update and reinforce policies, especially in response to emerging legal frameworks (e.g., GDPR, DSA, local content regulations).

Process Optimization & Technology Integration

Leverage technology platforms (e.g., LMS, QA tools, analytics dashboards) to streamline training, evaluation, and reporting processes.

Identify opportunities for automation, gamification, and e-learning to enhance scalability and learner engagement.

Continuously benchmark internal processes against global best practices and BPO industry standards.

Qualifications and Experience

Bachelor’s degree (Master’s preferred) in Business, Education, Psychology, Communications, or a related field.

10+ years of progressive experience in training, quality assurance, or operations within the BPO sector, with at least 5 years in a leadership capacity.

Demonstrated expertise in Trust and Safety, Content Moderation, or Digital Policy operations for global clients.

Strong understanding of content moderation risks—including exposure to sensitive content, privacy, and online harm—and associated mitigation strategies.

Proven track record in building, scaling, and optimizing large training and QA teams in a fast-paced, multicultural environment.

Excellent communication, facilitation, and presentation skills, with the ability to influence and engage stakeholders at all levels.

Deep familiarity with regulatory requirements and frameworks governing digital content, privacy, and user safety.

Experience working with learning management systems, QA platforms, and BI tools for analytics and reporting.

Demonstrated ability to manage complex client relationships, drive change, and achieve measurable results.

High degree of empathy, resilience, and commitment to mental wellness—especially for teams exposed to graphic or distressing content.

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