QA Specialist, Agent Performance & Enablement

At Bumble, we’re on a mission to empower everyone to build healthy, equitable connections — and that includes the care and quality behind how we support our community. As an Agent Performance & Enablement specialist in Trust & CX, you’ll be at the heart of ensuring excellence in Moderation quality across our internal specialists and third-party partner (BPO) audit-over-audit reviews. You’ll help champion performance through insight, continuously refine how we assess and support high-impact teams, and collaborate with cross-functional partners. In this role, you’ll also embrace AI as a tool for insight and improvement, living our Bumble values of Courage and Curiosity every day.

What You’ll Do:
• Conduct daily QA reviews for Moderation, assessing both internal specialist decisions and interactions and performing audit-over-audit checks for our BPO partner to ensure alignment with Bumble’s processes and policy standards.
• Provide actionable, respectful feedback to specialists and BPO reviewers, identifying performance gaps and training needs while supporting quality-focused learning and coaching initiatives.
• Handle QA disputes from start to finish with professionalism and clarity.
• Operate CX QA tools and systems (e.g., Zendesk QA and internal QA assessment tooling) to monitor quality data, identify trends, and track performance improvements.
• Collaborate with the QA Manager to maintain consistent scoring, calibration, and review methodology across internal and BPO audits, and help refine the overarching QA Framework for Abuse Moderation cases.
• Confidently apply AI tools in daily work — interpreting outputs, understanding limitations, and extracting insights with accountability and curiosity.

About You:
• Typically requires 2+ years of experience in a moderation or Trust & Safety environment, though we welcome candidates with alternative backgrounds that demonstrate equivalent skills.
• At least 1+ year conducting QA reviews — either in a dedicated quality role or as part of another position — ideally with a focus on policy-driven moderation.
• Experience in content moderation or similar Trust & Safety environments.
• Exceptional written and verbal communication skills, with the ability to deliver feedback in a clear, constructive, and human-centred way.
• Experience in training or coaching, with an eye for identifying learning needs and fostering growth.
• Strong ability to take ownership, adapt to change, and work cross-functionally with purpose.
• A curious mindset with a commitment to continuous improvement and agile ways of working.
• Comfortable using and exploring AI tools in daily activities, with a willingness to expand your skills and apply AI insights thoughtfully.