Quality Assurance Program Lead, Trust & Safety Operations

San Mateo, CA, United States

Safety & Support

ID: 3703

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Job Description

Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators. 

At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device. We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there. 

A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone.

As the Quality Assurance Program Lead, reporting to the Director of Knowledge, Training, and Quality Assurance, your role will ensure that our customer service and content moderation agent quality is world class.

You will work with internal partners and our BPO QA agents as the primary point of contact for Quality Assurance feedback, analytics, and strategies. You will be an integral part of driving the future of agent quality at Roblox.  If you’re excited to join our team and build QA frameworks from scratch, this is the role for you!

This role is located in San Mateo, CA

You Will:

  • Provide Feedback Loops to the Business:
    • Evaluate and report on process and policy health in the operational environment.
    • Engage with partners to communicate insights and recommendations based on QA findings, facilitating actionable changes when necessary.
    • Collaborate with partners to integrate QA feedback into operational improvements and product enhancements.
    Manage, train, and mentor a team of BPO QA agents to ensure consistent adherence to QA standards.
    • Conduct regular performance reviews, identifying areas for improvement and growth.
    • Facilitate training sessions and workshops, ensuring that QA agents are equipped with the necessary skills and knowledge to perform their duties effectively.
    • Create and provide regular data analytics on QA metrics
    Establish and oversee an analytics framework that captures and reports on QA metrics.
    • Interpret data to provide actionable insights into product quality, process adherence, and areas for improvement.
    • Present regular reports to leadership and partners, highlighting trends, gaps, and recommendations.

You Have:

  • Bachelor’s degree in Business Administration, Computer Science, or related field.
  • Minimum of 5 years experience in Quality Assurance or related field.
  • Proficient in data analytics tools and techniques.
  • Strong team leadership and mentorship capabilities.
  • Demonstrated experience implementing quality assurance programs in globally distributed organizations.
For roles that are based at our headquarters in San Mateo, CA: The starting base pay for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, location, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future.  All full-time employees are also eligible for equity compensation and for benefits.
Annual Salary Range
$159,870$184,180 USD

Roles that are based in our San Mateo, CA Headquarters are in-office Tuesday, Wednesday, and Thursday, with optional in-office on Monday and Friday (unless otherwise noted).

You’ll Love: 

  • Industry-leading compensation package
  • Excellent medical, dental, and vision coverage
  • A rewarding 401k program
  • Flexible vacation policy
  • Roflex - Flexible and supportive work policy 
  • Roblox Admin badge for your avatar
  • At Roblox HQ: 
    • 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

Roblox provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Roblox also provides reasonable accommodations for all candidates during the interview process.

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