Quality and Compliance Director - Trust, Safety and Support

Job Description

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 You'll 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. 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.
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 Epic's policies. Partner with vendor management to ensure external vendors adhere to Epic's 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 we're 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
This role is open to multiple locations across the US (including CA, NYC, & WA).

Pay Transparency Information
The expected annual base pay range(s) for this position are detailed below. Each base pay range is relevant only for individuals who are residents of or will be expected to work within the specified locale. Compensation varies based on a variety of factors, which include (but aren't limited to) things such as skills and competencies, qualifications, knowledge, and experience. In addition to base pay, most employees are eligible to participate in Epic's generous benefit plans and discretionary incentive programs (subject to the terms of those plans or programs).
New York City Base Pay Range
$143,244 — $210,091 USD
California Base Pay Range
$131,307 — $192,584 USD
Washington Base Pay Range
$119,370 — $175,076 USD

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.

Jobcode: Reference SBJ-366p84-35-215-184-102-42 in your application.