QA Program Specialist, Critical Harms
at Roblox
San Mateo, United States
Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators.
At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device. We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there.
A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone.
As the QA Program Specialist, reporting to the Director of Vendor Operations and Enablement, your role will be essential in ensuring that our Critical Harms agent quality is world class. In this role, you must be able to work closely with internal teams and our BPO QA agents as the primary point of contact for QA insights, analytics, and strategies. You will be an integral part of driving the future of agent quality at Roblox. If you’re excited to join our team and build industry leading QA frameworks from scratch, this is the role for you!
You will:
- Provide feedback loops to the business
- Continuously monitor, evaluate, and report on process and policy health in the operational environment.
- Engage with key stakeholders to communicate insights and recommendations based on QA findings, facilitating actionable changes when necessary.
- Collaborate with cross-functional teams to integrate QA feedback into operational improvements, policy changes/clarifications, and product enhancements.
- Oversee a performance framework that reports on key QA metrics and holds BPOs accountable
- Interpret data to provide actionable insights into product quality, policy effectiveness, process adherence, and areas for improvement.
- Present regular reports to leadership and relevant departments, highlighting trends, gaps, and recommendations.
- Facilitate training sessions and workshops, ensuring that QA agents are equipped with the necessary skills and knowledge to perform their duties effectively.
You have:
- A bachelor’s degree.
- A minimum of 5 years experience in Quality Assurance or related field.
- Proficiency in data analytics tools and techniques.
- Strong team leadership and mentorship capabilities.
- Demonstrated ability to prioritize and communicate to senior leaders.
For roles that are based at our headquarters in San Mateo, CA: The starting base pay for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, location, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. All full-time employees are also eligible for equity compensation and for benefits as described on this page.
Roles that are based in an office are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday (unless otherwise noted).
Roblox provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Roblox also provides reasonable accommodations to candidates with qualifying disabilities or religious beliefs during the recruiting process.