Quality Analyst, Trust & Safety

About the Job

The Quality Analyst, Trust & Safety, monitors individual moderator accuracy, evaluates transactional decisions, and identifies systemic operational error trends. By executing transactional quality audits, root cause analyses, and calibration sessions, this role maintains alignment between floor execution and client SLA targets.

As Quality Analyst, Trust & Safety, You Will…

• Conduct regular transactional audits on moderated text, image, and video content streams

• Analyze error patterns, track SLA compliance, and perform Root Cause Analysis (RCA) on defect spikes

• Lead calibration sessions with Operations, Training, and client representatives to maintain scoring consistency

• Generate actionable performance reports and business insights using Advanced Excel and visual analytics dashboards

As Quality Analyst, Trust & Safety, You …

• Must successfully pass a background check.

• Have 2–5+ Years of total experience in BPO Quality Assurance / Transactional Quality Auditing.

• Domain experience preferred.

• Six Sigma Green Belt certification.

• Professional fluency in Spanish and English.

• Strong analytical, quantitative, and problem-solving abilities.

• Technical proficiency in Advanced Excel and visual analytics platforms (PowerBI / Tableau).

• Deep understanding of transactional quality frameworks, statistical sampling, and calibration models.

• Diplomatic communication skills to deliver objective coaching and lead cross-functional alignment calls.

• Flexibility to work a variety of shifts, including days, evenings, weekends, holidays, or rotational shift coverage to support a 24/7 operational environment.