Lead -Quality Assurance (Email Abuse)

📋 Description

• Conduct Daily/Weekly/Monthly quality audits of Email Abuse cases based on defined sampling
• Ensure adequate coverage across different case types, risk levels, workflows, and escalation
• Perform audits on agent decisions to assess accuracy, policy adherence, investigation quality, and
• Conduct Live, Recorded, and Side-by-Side evaluations as required.
• Ensure audit completion within defined QA SLAs.
• Identify critical errors and immediately escalate high-risk or policy-sensitive cases.

🎯 Requirements

• Bachelor's degree in any stream.
• 1.5-3 years of experience in Quality Assurance, preferably within Trust & Safety, Email Abuse
• Experience conducting transaction/case-level audits and providing structured feedback.
• Strong understanding of quality metrics, sampling, audit methodology, and RCA.
• Ability to interpret and apply policy consistently across complex and ambiguous cases.
• Good understanding of Email Abuse concepts such as spam, phishing, scams, spoofing, impersonation