QA Specialist, Agent Performance & Enablement
Bumble
Quality Assurance
London, UK
GBP 35k-45k / year
Posted on Feb 19, 2026
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.
35000 - 45000 GBP a year