Qualifications
Key Responsibilities:Define, measure, and enhance quality metrics across moderation and automation processes at Trustpilot.Develop and manage labeling and quality programs to bolster automation assessments and enhancements.Identify quality trends, risks, and gaps, converting data into clear, actionable insights.Conduct root cause analyses for complex or recurring issues and ensure that improvements are effectively implemented.Collaborate closely with Product, Engineering, and Policy teams to facilitate experimentation, testing, and iterative development.Standardize quality reporting and governance across various regions and partners.Contribute to the long-term quality strategy while remaining engaged in daily operations.Who You Are:Demonstrated experience in Trust & Safety, Quality Assurance, or Operations.Hands-on experience in designing or managing quality or audit programs.Proficiency in working with data and quality metrics, with the ability to articulate findings in straightforward language.Experience collaborating with Product, Engineering, or Machine Learning teams on labeling, testing, or evaluation initiatives.
About the job
At Trustpilot, we are embarking on an extraordinary journey. As a profitable, rapidly growing FTSE-250 company, our ambition is clear: to become the universal symbol of trust. We operate the world’s largest independent consumer review platform, and while we've achieved much, there is still an exciting path ahead. Join us in our mission to foster trust!
As Trustpilot continues to expand, the importance of measuring quality becomes paramount. We are seeking a Quality & Automation Manager who will play a pivotal role in instilling confidence in the signals that inform our Trust & Safety decisions and machine learning models.
This position will place you at the crossroads of operations, quality, and automation. You will be responsible for designing our quality measurement and improvement processes across internal teams and vendors, while ensuring our automation systems are trained, assessed, and enhanced using reliable data. This role requires collaboration with Product, Engineering, and Policy teams to translate quality insights into actionable improvements.
Your work will involve early identification of issues, root cause analysis for persistent problems, and a commitment to elevating the standards for protecting the integrity of Trustpilot’s platform. We welcome individuals who embrace openness and share our values of trust.
About Trustpilot
Trustpilot is a leading platform dedicated to enhancing transparency and trust in the consumer review space. With a robust growth trajectory, we are committed to refining our processes and tools to ensure a secure and trustworthy environment for our users. Join us as we continue to innovate and set the standard for consumer trust globally.
