Quality Assurance Lead, Trust & Risk

Whatnot is the largest live 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, Germany, Ireland, and Poland, we’re building the future of online marketplaces –together.

From fashion, beauty, and electronics to 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.

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.

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

• Generous Holiday and Time off Policy

• 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

  • All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).

• 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.

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.