Quality & Automation Manager

As Trustpilot continues to scale, the way we measure quality matters more than ever. We’re looking for a Quality & Automation Manager to help us build confidence in the signals that power our Trust & Safety decisions and machine learning models.

In this role, you’ll sit at the intersection of operations, quality, and automation. You’ll design how we measure and improve moderation quality across internal teams and vendors, while ensuring our automation systems are trained, evaluated, and improved using reliable data. This is a highly collaborative role, working closely with Product, Engineering, and Policy partners to turn quality insights into meaningful improvements.

You’ll help us spot issues early, fix problems at their root, and continuously raise the bar for how we protect the integrity of Trustpilot’s platform. We’re open to all and driven by Trust, and we’re excited to welcome someone who shares that mindset.

What you’ll be doing:

You’ll lead how quality is defined, measured, and improved across moderation and automation at Trustpilot, including:

• Owning and evolving quality frameworks across human moderation and automated systems


• Building and running labeling and quality programs that support automation evaluation and improvement


• Identifying quality trends, risks, and gaps, turning data into clear and actionable insights


• Leading root cause analyses for complex or recurring issues, and ensure improvements are delivered


• Partnering closely with Product, Engineering and Policy teams to support experimentation, testing, and iteration


• Standardising quality reporting and governance across regions and partners


• Helping shape longer-term quality strategy while staying close to day-to-day execution

Who you are:

• Experience in Trust & Safety, Quality Assurance or Operations


• Hands-on experience designing or running quality or audit programs


• Comfortable working with data and quality metrics, and explaining what they mean in plain language


• Experience partnering with Product, Engineering, or ML teams (for example on labeling, testing, or evaluation)


• Strong problem-solver who can lead investigations and follow issues through to resolution


• Clear communicator with solid documentation and process-design skills


• Able to influence and collaborate across teams, even without direct authority

What's in it for you:

• A range of flexible working options to dedicate time to what matters to you


• Competitive compensation package + bonus


• 25 days holiday per year, increasing to 28 days after 2 years of employment 


• Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community


• Rich learning and development opportunities are supported through the Trustpilot Academy and Blinkist


• Pension and life insurance


• Health cash plan, online GP, 24/7, Employee Assistance Plan


• Full access to Headspace, a popular mindfulness app to promote positive mental health


• Paid parental leave


• Season ticket loan and a cycle-to-work scheme


• Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for


• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities, and team socials.


• Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts, and more.


• Independent financial advice and free standard professional mortgage broker advice


• Talent acceleration programs: Fast-track your career with our tailored development programs designed to support growth at whatever stage of your career


•  

Still not sure?

We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences along with how you will contribute to our working culture. Even if you don’t feel you meet all the requirements, we'd still really like to hear from you!