Director of Quality and Training - Global Trust Operations in Santa Clara, CA at Teleperformance US

Date Posted: 8/13/2019

Job Snapshot

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Job Description


The Trust Operations  team is tasked with ensuring that our clients platforms are safe and enjoyable for their users by monitoring and detecting risks and mediating disputes through human review. We are looking for an experienced senior trust and safety leader to own the Quality strategy and day-to-day operations, serve as a key driver of vision, purpose, and continuous improvement within Trust Operations team. The Director of Quality & Training, Global Trust Operations will partner with internal stakeholders and clients to evolve and enforce policies that improve the quality of the Teleperformance’s delivery to platform clients. This is a significant leadership role responsible for driving results and leading the Q&T Teams for Trust Operations, increasing team efficiency and continuously improve the clients experience with TP. This role will be based out of Santa Clara with extensive international travel required.




Strategy & Planning

  • Develop quality standards, best practices and improvement plans that address digital abuse, risks, trust, and safety
  • Build, identify, and classify Teleperformance’s quality standards and sampling models
  • Partner with quality teams to measure and develop quality guidelines
  • Influence training teams to build and improve training modules based on root-cause analysis that allow us to scale effectively


Operational Management


  • Develop and scale internal Quality frameworks to include sampling models, root-cause analysis templates and improvement plans
  • Isolating relevant KPIs and suggesting data-driven improvements for Trust & Safety workflows, including moderation protocols and user complaint responses
  • Acting as the escalation point for all Policy, Community Guidelines, and Terms of Service-related policy decisions, and ensuring consistency throughout the globe. Develop policy dissemination tools.
  • Train existing Quality Analysts and Trainers globally across various client projects, including the development of Training and Quality organizational structures and training programs

Sales & Solutioning


  • Work with global leads to develop offerings, collaterals and tools for new opportunities
  • Develop all new solutions from a Quality and Training standpoint
  • Deliver Quality and Training offering and sales messages for all new pursuits


Job Requirements

University degree preferred.

4-5 years’ of demonstrated success and subject matter expertise in legal and public policy, compliance, and digital consumer products

Experience managing multi-functional and global teams of varying levels and size

Extensive familiarity with large social media platforms, including but not limited to: Facebook, Twitter, LinkedIn, Pinterest, Glassdoor and YouTube.

Ability to navigate large data sets to identify issues, trends, and make improvements. Root-cause analysis to improve quality and accuracy as a skill set.

Strong experience implementing organizational change and maintaining organizational culture.

Exceptional time management skills and substantial exposure to project-based work structures.

Contact center management experiences an asset.

Ability to work in a fast-paced and constantly evolving environment. Calm under pressure.

Ability to present ideas in business-friendly and user-friendly languages.

Highly self-motivated and directed.

Enthusiastic about content policy or anti-abuse operations.


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, protected veteran status, or disability status.  Teleperformance is an equal opportunity employer Minorities/Females/People with Disabilities/Protected Veterans/Sexual Orientation/Gender Identity. 

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