Quality and Compliance Director - Trust, Safety and Support
Quality and Compliance Director - Trust, Safety and Support
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Job Description
WHAT MAKES US EPIC
At the core of Epics success are talented passionate people. Epic prides itself on creating a collaborative welcoming and creative environment. Whether its building award-winning games or crafting engine technology that enables others to make visually stunning interactive experiences were always innovating.
Being Epic means being a part of a team that continually strives to do right by our community and users. Were constantly innovating to raise the bar of engine and game development.
TRUST AND SAFETY
What We Do
The Epic Trust and Safety team provides a safer experience for Epic users. We work across multiple products and services to improve technology and craft transparent policies so our players and users can have positive experiences on our platforms.
What Youll Do
As the Quality and Compliance Director on the Trust Safety and Support (TSS) team you will lead a quality assurance function responsible for auditing moderation enforcement decisions player support workflows and machine learning model performance. Youll 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 Epics quality standards. This role bridges technical operational and strategic domains to ensure exceptional player experiences.
In this role you will
- Lead the end-to-end development and execution of scalable QA frameworks methodologies and processes including measurable KPIs quality across human and automated systems to ensure accuracy fairness and efficiency of moderation decisions and player support performance
- Identify gaps and opportunities in moderation and player support workflows recommending improvements through automation training enhancements and new processes. Analyze QA data to generate actionable insights that improve player support and moderation outcomes agent performance and overall operational efficiency
- Partner 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 Epics policies. Partner with vendor management to ensure external vendors adhere to Epics quality standards and to drive continuous improvement
- Audit outputs of human moderators player support agents and ML classifiers for fairness accuracy and unintended bias. Provide actionable feedback to knowledge and training operations policy and ML teams
- Investigate quality issues conduct root cause analysis and implement corrective actions to mitigate risks and prevent recurrence. Work closely with the legal and compliance teams to ensure the Trust Safety and Support teams are meeting regulatory requirements
- Report on quality KPIs and trends to senior leadership; flag emerging risks and propose mitigation strategies
- Lead and develop a small high-performing team fostering a culture of operational excellence accountability and innovation in support of Risk and Response initiatives
What were looking for
- 7 years in trust & safety or player support quality assurance risk operations or a related field within a technology or gaming company
- 5 years in a leadership role with experience managing quality audit or oversight teams
- Experience auditing machine learning models human moderation decision and player support agent performance
- Strong background working with classifier evaluation concepts (e.g. precision recall confusion matrix) and content moderation tooling
- Proven experience working with and evaluating vendor performance in global content moderation or player support operations
- Ability to distill complex data into clear narratives for cross-functional stakeholders
- Experience with data visualization tools such as Tableau and comfort working with large datasets
- Strong verbal and written communication skills and comfort working on sensitive content types (e.g. hate speech violence CSAM)
- Familiarity with regulatory frameworks (e.g. DSA OSA AADC) and legal considerations tied to regulatory enforcement
- Demonstrated ability to work cross-functionally and drive alignment across global teams
EPIC JOB EPIC BENEFITS EPIC LIFE
Our intent is to cover all things that are medically necessary and improve the quality of life. We pay 100% of the premiums for both you and your dependents. Our coverage includes Medical Dental a Vision HRA Long Term Disability Life Insurance & a 401k with competitive match. We also offer a robust mental well-being program through Modern Health which provides free therapy and coaching for employees & dependents. Throughout the year we celebrate our employees with events and company-wide paid breaks. We offer unlimited PTO and sick time and recognize individuals for 7 years of employment with a paid sabbatical.
ABOUT US
Epic Games spans across 25 countries with 46 studios and 4500 employees globally. For over 25 years weve been making award-winning games and engine technology that empowers others to make visually stunning games and 3D content that bring environments to life like never before. Epics award-winning Unreal Engine technology not only provides game developers the ability to build high-fidelity interactive experiences for PC console mobile and VR it is also a tool being embraced by content creators across a variety of industries such as media and entertainment automotive and architectural design. As we continue to build our Engine technology and develop remarkable games we strive to build teams of world-class talent.
Like what you hear Come be a part of something Epic!
Epic Games deeply values diverse teams and an inclusive work culture and we are proud to be an Equal Opportunity employer. Learn more about our Equal Employment Opportunity (EEO) Policy here.
Note to Recruitment Agencies: Epic does not accept any unsolicited resumes or approaches from any unauthorized third party (including recruitment or placement agencies) (i.e. a third party with whom we do not have a negotiated and validly executed agreement). We will not pay any fees to any unauthorized third party. Further details on these matters can be found here.
Required Experience:
Director
Employment Type
Full Time
