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You&#39;ll oversee a small, highly specialized team focused on identifying quality gaps, driving systemic improvements, and ensuring that the trust and safety and player support functions meet Epic&#39;s quality standards.</p>\n<p>Your responsibilities will include:</p>\n<ul>\n<li>Leading the end-to-end development and execution of scalable QA frameworks, methodologies, and processes, including measurable quality KPIs across human and automated systems to ensure accuracy, fairness, and efficiency of moderation decisions and player support performance</li>\n</ul>\n<ul>\n<li>Identifying gaps and opportunities in moderation and player support workflows, recommending improvements through automation, training enhancements, and new processes. Analyzing QA data to generate actionable insights that improve player support and moderation outcomes, agent performance, and overall operational efficiency</li>\n</ul>\n<ul>\n<li>Partnering cross-functionally with knowledge management, operations, data science, policy, and product to create robust calibration processes, ensuring alignment between human moderators, player support agents, machine learning models, and Epic&#39;s policies. Partnering with vendor management to ensure external vendors adhere to Epic&#39;s quality standards and to drive continuous improvement</li>\n</ul>\n<ul>\n<li>Auditing outputs of human moderators, player support agents, and ML classifiers for fairness, accuracy, and unintended bias. Providing actionable feedback to knowledge and training, operations, policy, and ML teams</li>\n</ul>\n<ul>\n<li>Investigating quality issues, conducting root cause analysis, and implementing corrective actions to mitigate risks and prevent recurrence. 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