Responsibilities
- Quality Assurance Strategy & Execution: Develop and implement scalable QA frameworks, methodologies, and processes to ensure the accuracy, fairness, and efficiency of moderation decisions.
- Performance Monitoring & Insights: Establish key performance indicators (KPIs) and quality metrics to measure agent performance, decision accuracy, and process effectiveness.
- Process Optimization: Identify gaps in moderation workflows and recommend continuous improvement initiatives through automation, training enhancements, and best practice adoption.
- Training & Calibration: Partner with policy, training, and operations teams to create robust calibration processes, ensuring alignment between human moderators, AI models, and policy guidelines.
- Incident Management & Root Cause Analysis: Investigate quality-related issues, conduct root cause analysis, and implement corrective actions to mitigate risks and prevent recurrence.
- Data-Driven Decision Making: Analyze QA data and generate actionable insights to improve moderation outcomes, agent performance, and overall operational efficiency.
- Cross-functional Collaboration: Work closely with internal teams (Policy, Legal, Product, Engineering, and Operations) to align QA initiatives with business goals and regulatory requirements.
- Vendor & Partner Management: Oversee external QA vendors, ensuring adherence to quality standards and driving continuous process enhancements.
What We’re Looking For
- Experience: 3+ years in quality assurance, content moderation, trust & safety operations, or a related field, preferably within a scaled operations environment.
- Industry Knowledge: Deep understanding of Trust & Safety, content moderation, and risk management processes, including regulatory compliance requirements.
- Analytical & Problem-Solving Skills: Strong data analysis capabilities, with experience leveraging QA tools, dashboards, and statistical insights to drive decision-making.
- Process Improvement Expertise: Proven ability to design, implement, and optimize QA frameworks and moderation workflows in high-volume operational settings.
- Collaboration & Leadership: Demonstrated ability to work cross-functionally, influence stakeholders, and drive alignment across global teams.
- Technical Skills: Familiarity with AI-driven moderation tools, quality monitoring platforms, and workflow automation solutions.
- Communication Skills: Excellent written and verbal communication skills, with the ability to convey complex concepts to both technical and non-technical audiences.
- Preferred Qualifications: Experience with large-scale vendor management, regulatory compliance in content moderation, and trust & safety policy implementation
What We Do
In today’s digital world, singles are so focused on sending likes and looking through profiles that they’re not actually building meaningful connections and going on dates. Hinge is on a mission to change that by designing the most effective app experience. We want to create a less lonely world by inspiring intimate, in-person connections. Relationships are at the core of everything we do. And not just the romantic kind. We can't accomplish really hard things alone - so we make great relationships the foundation of our teamwork.
We believe these three core values are what it takes to build those great relationships: Authenticity, we share - never hide - our words, actions, and intentions. Courage, breakthroughs require a willingness to take risks and embrace lofty goals and tough challenges. Empathy, we're all humans first. So we deeply consider the perspectives of others, listen openly, and speak with care.
Why Work With Us
We're mission-driven. While most apps think about boosting sessions and time on app, we think strategically about meaningful end results (dates and relationships).
We're culture-first. We believe in great people over process. Decisions are pushed to the front lines, with feedback and coaching provided by our leaders.
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Hinge Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Hinge believes in the power of in-person connection. We have adopted a hybrid model that allows our people to stay connected to each other in-person.
