Quality & Training Specialist – Live & Monetization (Lisbon)

About the role

The Quality & Training Specialist will ensure safety policies are applied accurately and consistently across live and monetization content. Working on a fixed‑term basis, you will bridge high‑level policy with day‑to‑day moderation, supporting shift work, weekends and public holidays as needed.

Key responsibilities

• Conduct analytical audits of human moderation to meet accuracy, RCA and appeal success targets.
• Perform deep‑dives into recurring quality issues, using Root Cause Analysis to generate actionable feedback.
• Interpret complex safety guidelines and validate benchmark data sets for enforcement accuracy.
• Lead calibration sessions and collaborate with BPO partners, PPS, PS and OGS teams to ensure policy consistency.
• Manage edge‑case escalations and guarantee 100% communication of new policies to internal and external stakeholders.
• Leverage AI, QA dashboards and calibration platforms to produce weekly and monthly performance reports.
• Support training rollouts for policy updates, dedicating roughly 20% of monthly output to training activities.

Required profile

• Proven experience in quality assurance within trust & safety, compliance or high‑volume operational environments.
• Strong problem‑solving abilities, ownership mindset and experience conducting RCA.
• Fluent Spanish speaker with ability to work flexible shifts, weekends and public holidays.
• Excellent analytical communication skills for cross‑functional collaboration.

Required skills

• Data analysis
• Root Cause Analysis
• AI utilization for performance improvement
• Use of QA dashboards and calibration tools

What we offer

• 12‑month fixed‑term contract with competitive compensation.
• Opportunity to influence global quality standards in a fast‑growing market.
• Collaborative environment with cross‑functional teams and BPO partners.