Job Description

Base pay range

$90,000.00/yr - $125,000.00/yr

Overview

The Trust & Risk Quality Assurance Lead will play a critical role in ensuring that our Trust & Risk operations meet the highest standards of quality and accuracy. Youll partner closely with cross-functional teams to review high-impact cases, identify trends in policy adherence, and drive improvements that help us protect users and the platform.

Responsibilities

• Own and iterate QA processes, playbooks, rubrics, and sampling methods to ensure fair, representative scoring across all user segments and channels
• Oversee monitoring and assessment of customer service interactions across multiple channels to ensure compliance with company standards and policies
• Review and analyze quality metrics, customer feedback, and performance data to identify trends, issues, and opportunities for improvement
• Offer actionable insights and recommendations to improve service quality, operational efficiency, and customer satisfaction
• Collaborate with customer experience managers, training teams, and other stakeholders to address quality issues, develop best practices, and implement process improvements
• Supervise and mentor a team of Quality Assurance Specialists, providing guidance and professional development
• Hold regular calibration meetings to drive alignment and improvement across in-house and partner teams
• Monitor reviewer variance and ensure consistency through audits and feedback loops
• Partner with external vendor management to ensure the consistent delivery and measurement of quality programs across the enterprise
• Drive continuous improvements in customer satisfaction scores

Team members in this role are required to be within commuting distance of our New York, Los Angeles, San Francisco, or Phoenix hubs.

Qualifications

• 5+ years in Operations or contact center environments, and 3+ years in quality assurance
• Preferred experience in Trust & Risk or Fraud
• Experience with Zendesk, QA software, and data platforms such as Sigma; proficient with Excel/Google Sheets
• Familiar with working with large, diverse customer support and operations organizations (preferred)
• Experience in startups, marketplaces, or e-commerce (preferred)
• Experience in multichannel support operations (chat, email, SMS, phone)
• Passionate about delivering outstanding customer experiences
• Strong analytical and problem-solving skills with attention to detail
• Excellent verbal and written communication skills; able to provide clear, actionable feedback and recommendations
• Proven ability to manage complex processes across internal and external teams
• Ability to manage multiple priorities and thrive in a fast-paced, dynamic environment

Benefits

• Flexible time off policy and company-wide holidays (including spring and winter breaks)
• Health insurance options including medical, dental, and vision
• Work from home support, including home office setup allowance and monthly cell phone/internet allowance
• Care benefits, including monthly wellness allowance and annual childcare allowance; lifetime family planning benefit (e.g., adoption or fertility expenses)
• Retirement: 401(k) options (Traditional and Roth) with employer match up to 4% in the US; pension plans internationally
• Monthly allowance to use Whatnot products and data (dogfooding)
• Parental leave: 16 weeks of paid leave with a gradual return option

Equal Opportunity Employer

Whatnot is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better when we encourage, support, and respect the different skills and experiences represented within our workforce.

Additional information

• Compensation Range: $90K - $125K
• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Quality Assurance
• Industries: Technology, Information and Internet

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