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The Global Public Safety team's mission is to drive community safety, safeguard our data, and deliver actionable insights through market-leading engagement with public safety agencies. As the Global Quality Assurance lead (QA), you will lead a specialized team within the Governance, Risk and Compliance (GRC) function. Your team is the essential 'second line' of defense for our law enforcement response operations. You will oversee the quality and compliance of a high-volume operation where over 100 team members process 70,000 to 80,000 requests annually. This role is critical in ensuring that every manual review—from contact authentication and legal validation to data investigations and safety assessments—meets our rigorous standards for data privacy and legal compliance.
Job Responsibility
Lead & develop a global team of QA analysts
Establish QA frameworks including playbooks, ticket selection methodologies, tracking systems, and automated dashboards
Ensure compliance with global PSRT policies and playbooks
Drive operational excellence by identifying process, policy, and technical gaps
Deliver stakeholder feedback and corrective action plans to PSRT Operations Managers
Establish objective performance benchmarks and balanced scorecards
Deliver individual and team training based on QA findings
Requirements
6+ years of relevant work experience, preferably within a law enforcement response operations role or a similar high-volume risk/legal operations role
2–4 years of direct people management experience
Minimum Bachelor’s degree
Advanced skills in SaaS platforms (specifically Salesforce and Jira) and Google Suite
Thorough understanding of data protection legislation and the handling of confidential information
Nice to have
Deep experience in law enforcement operations, legal process validation, or criminal/administrative investigations
Ability to harness large data sets to provide strategic insights into operational risk
IAPP Certification (CIPP/E, CIPP/US, etc.) for the applicable region
Experience with data visualization tools and the ability to interpret data tables
Proven ability to communicate complex ideas and concepts into easily understood documentation for senior management