Quality Operations Director, Trust, Safety & Support

WHAT MAKES US EPIC? At the core of Epic’s success are talented, passionate people. Epic prides itself on creating a collaborative, welcoming, and creative environment. Whether it’s building award-winning games or crafting engine technology that enables others to make visually stunning interactive experiences, we’re always innovating. Being Epic means being a part of a team that continually strives to do right by our community and users. We’re constantly innovating to raise the bar of engine and game development. 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 Operation 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 quality KPIs 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 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, and building high performing quality programs Experience auditing machine learning models, human moderation decision and 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 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,