Operations Specialist, Agent Performance & Enablement

Agent Performance & Enablement Specialist In Trust & Cx

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

1. 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.
2. Provide actionable, respectful feedback to specialists and BPO reviewers, identifying performance gaps and training needs while supporting quality-focused learning and coaching initiatives.
3. Handle QA disputes from start to finish with professionalism and clarity.
4. 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.
5. 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.
6. 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.

£35,000 - £45,000 a year