Quality Analyst, Trust & Safety

About the role

The Quality Analyst, Trust & Safety ensures the accuracy of moderation decisions across text, image and video content. By conducting audits, analysing error trends and leading calibration sessions, the role supports alignment with client SLA targets.

Key responsibilities

• Conduct regular transactional audits on moderated text, image, and video content streams.
• Analyze error patterns, track SLA compliance and perform root cause analysis 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.

Required profile

• 2–5+ years of experience in BPO Quality Assurance or Transactional Quality Auditing.
• Six Sigma Green Belt certification.
• Professional fluency in Spanish and English.
• Strong analytical, quantitative and problem‑solving abilities.
• Diplomatic communication skills and flexibility to work various shifts, including days, evenings, weekends and holidays.

Required skills

• Advanced Excel.
• PowerBI or Tableau.
• Statistical sampling and calibration models.