Description
At Epic Games, we're seeking a Quality Operations Director to lead our Trust, Safety, and Support team. As a key member of our Product Operations department, you will be responsible for auditing moderation enforcement decisions, player support workflows, and machine learning model performance. Your team will focus on identifying quality gaps, driving systemic improvements, and ensuring that our trust and safety and player support functions meet our quality standards.
Key responsibilities include:
- Leading the end-to-end development and execution of scalable QA frameworks, methodologies, and processes
- Identifying gaps and opportunities in moderation and player support workflows
- Partnering cross-functionally with knowledge management, operations, data science, policy, and product to create robust calibration processes
- Auditing outputs of human moderators, player support agents, and ML classifiers for fairness, accuracy, and unintended bias
- Investigating quality issues, conducting root cause analysis, and implementing corrective actions
To succeed in this role, you will need 7+ years of experience in trust & safety or support quality assurance, risk operations, or a related field within a technology or gaming company. You should also have 5+ years of experience in a leadership role with experience managing quality, audit, or oversight teams, and building high-performing quality programs.
We offer a competitive salary range of $131,307,$192,584 USD per year, depending on location. This role is open to multiple locations across North America (including CA & WA).