Quality Delivery Lead, Live & Monetization, LATAM & BR - Trust & Safety

ams and directly support your Team Leaders in ensuring alignment of the teams with relevant Trust & Safety Policies and Procedures.

• Ensure that your quality teams are providing support to our content moderation teams, helping to identify areas for improvement in our core metrics and driving changes that support continuous improvement.
• Lead your Team Leaders and organisation to perform ad-hoc QA testing, RCA, data analysis & deep dives, make reports & policy recommendations, and triage escalations.
• Build diverse and inclusive teams sharing a common goal of keeping our platform safe for our users.
• Supervise quality metrics in the markets within your scope, ensuring team's performance targets consistently met.
• Take responsibility of short term and long term growth strategy for your markets, defining priorities, managing resourcing and organisational structure.
• Provide balanced autonomy to your Team Leaders through giving them the tools, guidance and trust to make decisions effectively and efficiently.
• Initiate effective communication and collaboration across Moderation, Quality, Workforce Management and Policy teams to develop high quality experience for our users.
• Review management information and make suggestions and recommendations as to improvements across the department.
• Act as a point of escalation for your Team Leaders on all people related matters, listening to feedback and supporting issues/conflicts resolution.
• Lead and/or assist XFN or QA teams and Leadership with ad-hoc projects based on business needs or upon request.
• Encourage creativity and risk-taking.
• Deputise for the Department Leader, as required.
• Work flexibly to meet the needs of the service.

Qualifications

Minimum Qualification(s)

• Bachelor degree or equivalent level
• Experienced leading content moderator or quality teams at all levels: 3+ years of content moderation or quality team leadership required.
• Strong analytical skills with the ability to perform complex data analysis to derive key insights, backed with confidence in making data-led decisions.
• Experience leading, and mentoring high performing teams, ideally including managing next-level people managers
• Exceptional interpersonal, customer service, problem-solving, communication, and conflict resolution skills
• Ability to lead effectively, prioritise projects, and ensure the delivery of high quality work under time constraints
• High written and oral proficiency in both English and Spanish is required, Portuguese is preferred, to support global and regional communication managing markets and stakeholders with relevant languages.

Preferred Qualification(s)

• Skilled at coaching and developing your direct reports
• Basic proficiency with MS Office Product Suite, advanced proficiency preferred
• Experience in Six Sigma, Lean principles, or Operational Maturity methodologies would be an advantage
• Ability to adapt rapidly to changing work environments, work priorities, and organisational needs