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QA Manager - Trust & Safety

at Roblox


San Mateo, CA


Trust and Safety (GA) Jobs All Jobs

Every day, tens of millions of people from around the world come to Roblox to play, learn, work, and socialize in immersive digital experiences created by the community.

Our vision is to build a platform that enables shared experiences among billions of users. This is what’s known as the metaverse: a persistent space where anyone can do just about anything they can imagine, from anywhere in the world and on any device. The breadth of opportunities, and the evolving demands of this first-of-its-kind platform, ensure that your avenues for growth are always expanding and flexible.

Join us and you’ll usher in a new category of human interaction while solving exceptional challenges that you won’t find anywhere else.

YOU WILL:

  • Own the QA strategy, delivering high-quality, consistent, and measurable support for Roblox Customer Support and Moderation functions
  • Collaborate with the global Quality teams and leaders to design a quality program that measurably improves the performance of our teams and implement/operationalize to drive consistency globally
  • Manage our third party vendors to drive quality support through our Moderation and Customer QA processes and program
  • Build and maintain strong partnerships with our Trust & Safety staff and cross-functional teams, providing regular communications and updates to stakeholders, both internal and external
  • Training guidance and data analysis to provide structured and timely recommendations to improve performance at all levels
  • Work cross-functionally with multiple internal groups (Product Engineering, Data Science, Training, and Knowledge Management)
  • Hold teams and partners accountable to QA processes
  • Be an advocate of the QA process for all elements of Customer Support and Moderation 
  • Implement regular cadence for QA status meetings, identifying opportunities and driving the change to make improvements or course correction to optimize performance and results
  • Implement QA tracking tools and reporting to gather data, derive insights and evaluate trends or patterns affecting quality at the agent level as well as broader trends at the team, process or system level
  • Leverage expertise to identify and explore gaps identified through root cause analysis, content review results and data collection

YOU HAVE:

  • 5+ years of Quality Analysis or Process Improvement Management role, preferably within a Trust & Safety organization for a social or gaming platform company
  • 5+ years management experience working with external partners or teams
  •  Previous experience with Content Policy or Anti-Abuse Operations
  • Understanding of the user-generated content, process and execution planning
  • Experience with end-to-end Customer Support and Moderation QA process
  • Ability to influence and partner with different levels of the organization to achieve results
  • Enjoys working in a collaborative environment and equally enjoys working independently
  • Demonstrated ability to analyze data and processes derive insights, report insights in a clear format, and present insights in a compelling fashion to leadership
  • Passionate about quality and performance improvement opportunities
  • Experience scaling QA teams and global operations

You'll Love:

  • Excellent medical, dental, and vision coverage
  • A rewarding 401k program
  • Flexible vacation policy
  • Free catered lunches five times a week and several fully stocked kitchens with unlimited snacks
  • Onsite fitness center and fitness program credit
  • Annual CalTrain Go Pass
  • A Roblox Admin badge for your avatar