Quality And Training Lead

Summary

Join HopSkipDrive's Trust & Safety team as a Quality and Training Lead and contribute to maintaining platform safety and a reliable user experience. You will develop and maintain a quality assurance framework, define scorecards and evaluation criteria, analyze data to identify areas for improvement, and design training programs for Trust & Safety teams. This role requires experience in Quality Assurance, Training, or Learning & Development, preferably within Trust & Safety or related fields. You will need strong analytical, facilitation, and communication skills. HopSkipDrive offers a competitive salary, equity, flexible vacation, comprehensive insurance, 401(k), and more. This is a fully remote position.

Requirements

• 3+ years of experience in Quality Assurance, Training, or Learning & Development, preferably within Trust & Safety, Risk Operations, or Customer Support
• Proven experience designing and managing QA programs and training initiatives for support teams
• Strong analytical skills with the ability to interpret QA data and drive process improvements
• Excellent facilitation, coaching, and communication skills to engage learners and stakeholders effectively
• Familiarity with Trust & Safety principles, case handling, and risk mitigation strategies in a fast-paced, high-risk environment
• Experience working with QA tools, LMS platforms, and knowledge management systems
• Ability to manage multiple priorities, projects, and stakeholders in a dynamic environment

Responsibilities

• Develop and maintain a quality assurance framework to assess and improve the performance of Trust & Safety support teams
• Define QA scorecards, evaluation criteria, and feedback mechanisms to ensure consistency in case handling and adherence to policies
• Partner with team managers to analyze QA data and trends to identify areas for continuous improvement and work cross-functionally to implement process enhancements
• Design and execute new hire training programs, refresher courses, and continuous learning initiatives for Trust & Safety teams
• Maintain and update training materials, playbooks, and knowledge bases in response to policy and operational changes
• Work closely with stakeholders to ensure training aligns with policy updates, legal requirements, and emerging safety risks
• Support audit processes and contribute to compliance initiatives related to Trust & Safety operations

Preferred Qualifications

Experience in Trust & Safety, Risk Operations, or Customer Support

Benefits

• Equity
• Flexible vacation
• Medical, dental, vision and life insurance
• 401(k)
• FSA
• Opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential
• Equity stock options