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Metro location and common QA title but niche Trust & Safety focus gives moderate competition.
Email-abuse and Trust & Safety skills transfer across platforms but remain somewhat domain-specific.
Explicit 1.5–3 years and preferred Trust & Safety/email-abuse experience create moderate shortlisting filters.
Conduct regular quality audits of Email Abuse cases ensuring accuracy and adherence to client policies and SOPs.
Identify quality gaps and perform root cause analysis to recommend corrective actions and coaching.
Prepare QA reports and collaborate with Training, Operations, and Policy teams to drive quality improvements and compliance.
Bachelor's degree in any stream.
1.5–3 years in Quality Assurance, preferably in Trust & Safety, Email Abuse, Fraud, Risk Operations, or Policy Enforcement.
Strong knowledge of Email Abuse types: spam, phishing, scams, spoofing, impersonation, malicious links, and account compromise.
Experience with case-level audits, quality metrics, audit methodology, and root cause analysis.
Experience working cross-functionally with Operations, Training, Policy, and SME teams to ensure consistent policy application and quality standards.
Ability to handle complex and ambiguous cases with consistent policy interpretation and decision-making.
Skilled in analytical problem solving and reporting to identify trends and recommend quality improvements.