Specialist, Quality & Audit

Care.com•Dallas, TX

3d•Hybrid

About The Position

The Global Trust and Safety Operations team is hiring an experienced role on our Shared Services team, whose primary responsibility is analyzing member interactions and content across Member Review, Safety Vetting, and Appeals. As a Quality Assurance Specialist, you will play an essential role in evaluating operational processes against established quality standards across these specific Trust and Safety workflows. Note that the Trust and Safety team operates as a distinct functional entity separate from Customer Care, focusing specifically on member safety, content moderation, risk mitigation, and Appeals evaluations. This role collaborates with the Education and Knowledge team and operational stakeholders to deliver timeliness, accuracy, thoroughness, and clarity across Member Review and Safety Vetting deliverables. This position is highly analytical and requires excellent communication skills, high attention to detail, and a strong commitment to quality standards in a fast-paced environment.

Requirements

Exceptional listening and analytical skills.
Bachelor’s degree or an equivalent combination of some college and significant work experience.
Proven ability to handle multiple time-sensitive projects under competing deadlines.
Competency to meet and/or exceed established performance metrics.
Strong attention to detail and the ability to follow precise procedures and guidelines.
Ability to communicate exceptionally both orally and through written correspondence.
Ability to present and use data to influence decision making.
Demonstrated commitment to confidentiality and professionalism.
Intellectual curiosity and a passion for research and learning.

Responsibilities

Improve our Net Safety Score by identifying issues, reporting issues, and recommending changes or enhancement to processes or training materials to help guide behaviors, ensure technical accuracy, improve customer service performance, and evaluate process deficiencies.
Use both qualitative and quantitative data to showcase the voice of the customer insights.
Analyze Member Review buckets, Safety Vetting cases, and Appeals decisions for policy compliance and quality accuracy.
Communicate quality trends in a confidential and professional manner.
Track and report on team and departmental quality.
Present trends and analyses to various internal stakeholders.
Audit decisions across dedicated Trust and Safety workflows
Investigate business gaps and recommend solutions.
Participate in team planning for both long term and short-term business objectives