Quality & Training Specialist – Live & Monetization (French Speaker)

About the role

The Quality & Training Specialist (QTS) ensures safety policies are applied accurately at scale for live and monetisation services. Working in Lisbon, you will bridge high‑level policy with day‑to‑day moderation, supporting both internal teams and external BPO partners.

Key responsibilities

• Conduct analytical audits of human moderation to meet accuracy, RCA and appeal success targets.
• Perform deep‑dives and Root Cause Analysis on recurring quality issues and provide actionable feedback.
• Interpret complex safety guidelines, validate benchmark data sets and guide enforcement accuracy.
• Lead calibration sessions and collaborate with cross‑functional stakeholders to ensure consistent policy application.
• Manage edge‑case escalations, ensuring rapid and accurate resolution.
• Utilise AI tools, QA dashboards and RCA platforms to generate weekly and monthly performance reports.
• Support training rollouts for new policy changes, accounting for roughly 20% of monthly output.

Required profile

• Proven experience in quality assurance within trust & safety, compliance or high‑volume operations.
• Strong problem‑solving skills with a track record of conducting RCA and driving process optimisation.
• Ability to work shifts, weekends and public holidays as operational needs dictate.
• Excellent communication skills to convey policy nuances to diverse teams.

Required skills

• Data analysis
• Root Cause Analysis (RCA)
• QA dashboards
• AI utilisation for workflow improvement