Job Description

The Global Trust and Safety Operations team is hiring an experienced role on our Shared Services team, whose primary responsibility is analyzing member interactions and content across Member Review, Safety Vetting, and Appeals. As a Quality Assurance Specialist, you will play an essential role in evaluating operational processes against established quality standards across these specific Trust and Safety workflows. Note that the Trust and Safety team operates as a distinct functional entity separate from Customer Care, focusing specifically on member safety, content moderation, risk mitigation, and Appeals evaluations. This role collaborates with the Education and Knowledge team and operational stakeholders to deliver timeliness, accuracy, thoroughness, and clarity across Member Review and Safety Vetting deliverables. This position is highly analytical and requires excellent communication skills, high attention to detail, and a strong commitment to quality standards in a fast-paced environment.

What You'll Do:

• Improve our Net Safety Score by identifying issues, reporting issues, and recommending changes or enhancement to processes or training materials to help guide behaviors, ensure technical accuracy, improve customer service performance, and evaluate process deficiencies.
• Use both qualitative and quantitative data to showcase the voice of the customer insights.
• Analyze Member Review buckets, Safety Vetting cases, and Appeals decisions for policy compliance and quality accuracy.
• Communicate quality trends in a confidential and professional manner.
• Track and report on team and departmental quality.
• Present trends and analyses to various internal stakeholders.
• Audit decisions across dedicated Trust and Safety workflows
• Investigate business gaps and recommend solutions.
• Participate in team planning for both long term and short-term business objectives

Qualifications

• Exceptional listening and analytical skills.
• Bachelor’s degree or an equivalent combination of some college and significant work experience.
• Proven ability to handle multiple time-sensitive projects under competing deadlines.
• Competency to meet and/or exceed established performance metrics.
• Strong attention to detail and the ability to follow precise procedures and guidelines.
• Ability to communicate exceptionally both orally and through written correspondence.
• Ability to present and use data to influence decision making.
• Demonstrated commitment to confidentiality and professionalism.
• Intellectual curiosity and a passion for research and learning.

Additional Information

Office Address: 2801 N Central Expressway Dallas Texas 75204

Company Overview: Available in more than 20 countries, Care.com is the world's leading platform for finding and managing high-quality family care. Care.com is designed to meet the evolving needs of today's families and caregivers, offering everything from household tax and payroll services and customized corporate benefits packages covering the care needs of working families, to innovating new ways for caregivers to be paid and obtain professional benefits. Since 2007, families have relied on Care.com's industry-leading products—from child and elder care to pet care and home care.

Salary Range: $22 - 23.25/hr. The base salary range above represents the anticipated low and high end of the national salary range for this position. Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of Care.com’s total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives. In addition, Care.com provides a variety of benefits to employees, including health insurance coverage, life, and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO).

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