Quality Operations Director, Trust, Safety & Support

<div class="content-intro"><h2>WHAT MAKES US EPIC?</h2> <p>At the core of Epic’s success are talented, passionate people. Epic prides itself on creating a collaborative, welcoming, and creative environment. Whether it’s building award-winning games or crafting engine technology that enables others to make visually stunning interactive experiences, we’re always innovating.</p> <p>Being Epic means being a part of a team that continually strives to do right by our community and users. We’re constantly innovating to raise the bar of engine and game development.</p></div><h2>TRUST AND SAFETY</h2> <h3><strong>What We Do</strong></h3> <p>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.</p> <h3><strong>What You'll Do</strong></h3> <p>As the Quality Operation 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. You’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’s quality standards. This role bridges technical, operational, and strategic domains to ensure exceptional player experiences.</p> <h3><strong>In this role, you will</strong></h3> <ul> <li>Lead 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> <li>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</li> <li>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 Epic’s policies. Partner with vendor management to ensure external vendors adhere to Epic’s quality standards and to drive continuous improvement</li> <li>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</li>