Lead QA Analyst

Company Description

LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.

Job Description

Join LinkedIn’s Trust & Safety team as a Lead QA Analyst, where you’ll drive decision quality assurance for our payment abuse and policy enforcement workflows. Eventually, the nature of the role could require the individual to lean into the Ads & Jobs space as well. You’ll play a key role in ensuring our platform remains safe, professional, and compliant with global standards.

Join us to transform the way the world works.

At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team.

Responsibilities:

• Oversee QA audits for Payment abuse, Chargeback,, fraud, Fa appeaks and dispute review processes
• Develop and maintain golden datasets and benchmarks for decision quality across multiple lines of business. 
• Analyze error trends, conduct RCAs, provide insights, and recommend improvements to virtual agents / prompts, policies, and workflows. 
• Identify and implement process improvements and automation opportunities to increase operational efficiency and accuracy.
• Lead reviewer calibration, and coaching sessions
• Collaborate with Trust Product Management, Policy Operations, Engineering, and Data Science to enhance moderation tooling
• Document QA insights and support compliance and audit reporting
• Influence and partner with stakeholders to drive quality and performance improvements
• Conduct thorough review of work performed by QAs to ensure deliverables meet standards
• Work closely with Policy and Training to drive clarity and consistency on policy application
• Serve as a bridge between Quality Managers, QAs and stakeholders

Qualifications

Basic Qualifications

• Bachelor’s degree or equivalent experience in Data Science, Policy, Quality Engineering or related field
• 6+ years experience in Trust & Safety, Decision Quality Assurance, Content Policy, Banking services
• Proven experience in coaching/mentoring individuals and team
• Experience successfully implementing Decision Quality solutions / frameworks 
• Experience with Large Language Models (LLM), prompt engineering, prompt iteration, debugging and deployment. 
• Knowledge of and experience working with regulatory compliance
• Data science expertise with capability for providing actionable data insights to drive continuous improvement.

Preferred Qualifications

• Familiarity with MDSS, DSA, and global content policy frameworks
• Advanced knowledge of SQL, Python, PowerBI, Tableau, etc 
• Experience with Copilot Studio, QA automation, and error analysis
• Expertise in virtual agent / prompt engineering, prompt iteration, debugging and deployment. 
• Expert in understanding, defining and implementing Decision Quality Measurement frameworks / solutions 
• Leadership in cross-functional environments

Additional Information

Suggested Skills:

• Analytical Excellence

• Attention To Detail

• Technical Proficiency (QA tools, LLM moderation, prompt engineering, data science)
• Policy & Regulatory Knowledge

India Disability Policy

LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit https://legal.linkedin.com/content/dam/legal/Policy_India_EqualOppPWD_9-12-2023.pdf

Global Data Privacy Notice for Job Candidates ​

Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.