Quality Assurance Lead, Trust & Risk

3 Months ago • 5 Years + • Quality Assurance • $90,000 PA - $110,000 PA

Job Summary

Job Description

The Trust & Risk Quality Assurance Lead will ensure that Trust & Risk operations meet the highest quality and accuracy standards. They will collaborate with cross-functional teams to review significant cases, identify trends in policy adherence, and drive improvements to protect the platform and its users. Responsibilities include owning and iterating QA processes, monitoring customer service interactions, analyzing quality metrics, providing actionable insights, working with customer experience managers, supervising a team of Quality Assurance Specialists, and driving continuous improvements within customer satisfaction scores.
Must have:
  • 5+ years in Operations or contact center environments
  • 3+ years in quality assurance
  • Experience with Zendesk, QA software, data platforms like Sigma, and Excel/Google Sheets
  • Passionate about delivering outstanding customer experiences
  • Strong analytical and problem-solving skills
  • Excellent communication skills
Good to have:
  • Experience in Trust & Risk or Fraud
  • Familiarity with large, diverse customer support and operations organizations
  • Experience in startups, marketplaces, or e-commerce
  • Experience in multichannel support operations
Perks:
  • Flexible Time off Policy and Company-wide Holidays
  • Health Insurance options including Medical, Dental, Vision
  • Work From Home Support
  • Care benefits
  • Retirement
  • Monthly allowance to dogfood the app
  • Parental Leave

Job Details

🚀 Join the Future of Commerce with Whatnot! 

Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. We’re re-defining e-commerce by blending community, shopping, and entertainment into a community just for you. As a remote co-located team, we’re inspired by innovation and anchored in our values. With hubs in the US, UK, Ireland, Poland, and Germany, we’re building the future of online marketplaces—together.

From fashion, beauty, and electronics to rare collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone.

And we’re just getting started! As one of the fastest growing marketplaces, we’re looking for bold, forward-thinking problem solvers across all functional areas. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business, and bring people together through commerce.

💻 Role 

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. You’ll partner closely with cross functional teams to review high impact cases, identify trends in policy adherence and drive improvements that help us do right by our users, while protecting our platform. 

  • Own and iterate QA processes, playbooks, rubrics and sampling methods to ensure fair representative scoring across all user segments and channels 
  • Oversee the monitoring and assessment of customer service interactions across various channels to ensure compliance with company standards and policies
  • Review and analyze quality metrics, customer feedback, and performance data to identify trends, issues, and areas for improvement
  • Offer actionable insights and recommendations to improve service quality, operational efficiency, and customer satisfaction
  • Work closely 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, support, and professional development
  • Hold regular calibration meetings to drive alignment and improvement across our 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
  • Responsible for driving continuous improvements within 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.

👋 You 

Curious about who thrives at Whatnot? We’ve found that embodying a low ego, growth mindset, and high-impact drive goes a long way here. As our next Quality Assurance Lead you should have 5+ years in Operations or contact center environments, and at least 3+ years in quality assurance, plus:

  • Preferred experience in Trust & Risk or Fraud 
  • Prior experience with Zendesk, QA software, data platforms such as Sigma, familiar with Excel/Google Sheets 
  • You have familiarity with working with large, diverse customer support, and operations organizations (preferred)
  • You have experience in startups, marketplaces, or e-commerce (preferred)
  • You have worked within multichannel support operations (chat, email, sms, phone) 
  • Passionate about delivering outstanding customer experiences
  • Strong analytical and problem-solving skills with attention to detail
  • Excellent communication skills, both verbal and written
  • Ability 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

💰Compensation

$90,000/year to $110,000/year + benefits + equity.

The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits (more details below) or equity.

🎁 Benefits 

  • Flexible Time off Policy and Company-wide Holidays (including a spring and winter break)
  • Health Insurance options including Medical, Dental, Vision
  • Work From Home Support
    • Home office setup allowance
    • Monthly allowance for cell phone and internet
  • Care benefits
    • Monthly allowance for wellness
    • Annual allowance towards Childcare
    • Lifetime benefit for family planning, such as adoption or fertility expenses
  • Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
  • Monthly allowance to dogfood the app
  • Parental Leave
    • 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.

💛 EOE 

Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we 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 and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.

Similar Jobs

Qualcomm - Senior Engineer - Device driver programming

Qualcomm

Hyderabad, Telangana, India (On-Site)
1 Month ago
Ansys - Senior R&D Engineer (C++, Qt)

Ansys

Chalandri, Greece (Hybrid)
3 Weeks ago
Abridge - Implementation Engineer, Federal Accounts

Abridge

United States (Remote)
1 Month ago
Contentstack - Senior Customer Success Manager

Contentstack

United States (Remote)
1 Month ago
Sony Music Career - Digital Operation Executive

Sony Music Career

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
2 Months ago
Apple - RF Test Engineering Program Manager

Apple

Cupertino, California, United States (On-Site)
4 Weeks ago
binance - QA (Java) - Binance Accelerator Program

binance

Taipei City, Taiwan (Remote)
4 Months ago
CyberArk - QA Architect for core Authentication service (SaaS)

CyberArk

Israel (On-Site)
2 Weeks ago
Axi - Senior QA Automation Engineer

Axi

Bengaluru, Karnataka, India (On-Site)
3 Months ago
fortis games - Sr. QA Analyst

fortis games

Brazil (Remote)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Codeway Studios - Sr. DevOps Engineer

Codeway Studios

İstanbul, Türkiye (On-Site)
3 Months ago
Adyen - Regulatory Product Compliance Manager

Adyen

London, England, United Kingdom (On-Site)
1 Month ago
Room 8 Group - Engagement Manager

Room 8 Group

Poland (On-Site)
2 Months ago
bounteous - Senior Java Developer

bounteous

Montreal, Quebec, Canada (Hybrid)
3 Months ago
high radius - Manager, Strategic Alliances

high radius

Houston, Texas, United States (On-Site)
3 Weeks ago
beghou consulting - Consultant- Advanced Analytics

beghou consulting

Pune, Maharashtra, India (Hybrid)
1 Year ago
undefined - Game Producer

London, England, United Kingdom (On-Site)
4 Months ago
160over90 - Account Executive, Partnerships

160over90

Chicago, Illinois, United States (On-Site)
2 Weeks ago
Apple - AIML - Staff Machine Learning Engineer - Reinforcement Learning

Apple

Santa Clara, California, United States (On-Site)
1 Month ago
Clearwater Analytics - Software Development Engineer III

Clearwater Analytics

London, England, United Kingdom (On-Site)
3 Weeks ago

Get notifed when new similar jobs are uploaded

Jobs in Los Angeles, California, United States

Shield AI - Lead Financial Analyst (R3450)

Shield AI

Dallas, Texas, United States (On-Site)
1 Week ago
Clearwater Analytics - Procurement Specialist

Clearwater Analytics

Chicago, Illinois, United States (On-Site)
1 Month ago
Riot Games - Visual Design Artist II - Teamfight Tactics, Live Experiences

Riot Games

Los Angeles, California, United States (On-Site)
3 Months ago
Brainrider - Global Marketing Manager

Brainrider

United States (Remote)
3 Weeks ago
Square - Counsel, Litigation

Square

New York, United States (Hybrid)
2 Weeks ago
Crowd Strick - SDET III, Windows Sensor

Crowd Strick

United States (Remote)
3 Weeks ago
Axon - Revenue Accountant, Commercial Controllership

Axon

Seattle, Washington, United States (Hybrid)
2 Months ago
bytedance - Software Engineer Intern (Cloud Native Infrastructure)

bytedance

San Jose, California, United States (On-Site)
4 Months ago
Rackspace Technology - Principal MLOps Engineer

Rackspace Technology

San Antonio, Texas, United States (Remote)
4 Months ago
Apple - Senior Machine Learning Engineer - Product Analytics

Apple

Austin, Texas, United States (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Quality Assurance Jobs

Kinetik - QA Engineer II

Kinetik

Bangladesh (On-Site)
2 Months ago
Unity - Mobile QA Engineer

Unity

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)
1 Month ago
Ubisoft - Senior Manager/Associate Director – QC HR

Ubisoft

Pune, Maharashtra, India (Hybrid)
1 Week ago
Silicon Labs - Software QA Engineer

Silicon Labs

Budapest, Hungary (On-Site)
1 Year ago
Playtika - Manual QA Engineer

Playtika

Romania (Hybrid)
3 Months ago
WebTech Corporation - Validation Engineer

WebTech Corporation

West Melbourne, Florida, United States (On-Site)
3 Weeks ago
Apple - Software QA Engineer, Machine Learning

Apple

Cupertino, California, United States (On-Site)
3 Months ago
Xplor Technologies - Senior QA Engineer - Appium

Xplor Technologies

Pune, Maharashtra, India (On-Site)
1 Month ago
Sika Group - Assistant / Deputy Manager - QA/QC

Sika Group

Mangaluru, Karnataka, India (On-Site)
1 Month ago
Qualcomm - Senior Lead QA Engineer

Qualcomm

Hyderabad, Telangana, India (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded