Quality and Training Lead

Who We Are

Our Trust & Safety team focuses on maintaining platform safety and ensuring a reliable experience for all users. We’re dedicated to proactively addressing risks, improving incident response, and continuously refining our policies and processes to protect our community. As a Quality and Training Lead, you’ll support the business through the following 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. 

Who You Are

You’re a detail-oriented and strategic leader with a passion for operational excellence in the Trust & Safety space. With the following skills, you’ll make a tangible and immediate impact:

• 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.

Our Investment In You

We want you to be an owner in our company and share in executing our vision, so every full-time employee has equity. In addition, we offer flexible vacation, medical, dental, vision and life insurance, 401(k), FSA, and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. HopSkipDrive is proud to operate as a drug-free workplace. HopSkipDrive is also committed to fair and equitable compensation practices. The salary range for this role in Los Angeles, CA is $85000.00 - $95000.00. This position is remote and, as such, compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set, certifications, and specific work location. The total compensation package for this role also includes equity stock options.

HopSkipDrive is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected class.

* This role will be fully remote in one of the following states AZ, CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OK, OR, SC, TN, TX, UT, VA, WA, WI**