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Quality & Compliance Manager for CEU
Team Lead
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Quality & Compliance Manager for CEU

Every month more than one million new reviews are posted on Trustpilot for one of the thousands of businesses on our review community. It’s no exaggeration to say that we’re growing at lightning speed. Every single day Trustpilot helps consumers choose with confidence while enabling companies to grow their businesses. Behind our global success is a passionate, international team working in a fast-paced, fun, vibrant environment. Does this sound like your kind of workplace? 

Job Description

As our Quality & Compliance (“Q&C”) Manager in Vilnius, you will be responsible for the operations, enforcing our guidelines while defending and protecting the Trustpilot brand. You will be based in our Vilnius office and manage a team of 8 people. You will work closely together and report to the Global Director of Q&C Operations and also have a close relationship with the global Q&C teams assisting with other market operations and escalations as needed.


  • Nurture and manage a well performing dedicated team of Q&C Agents in the Vilnius office.
  • Take responsibility for the daily operations of the team of Q&C agents in the Vilnius office, achieve and maintain sustainable efficiency in day-to-day operations within the agreed KPIs (for example, ensure that there is no ticket backlog in the markets of responsibility, help to maintain a 48hrs time to first reply SLA, reviews on Trustpilot domains are handled).
  • Work closely with Q&C Managers & Team Leads from London, Copenhagen and New York office to ensure global operational alignment and to meet set KPIs and SLAs.
  • Responsible for handling escalated cases and looping in the Q&C Director where needed. You will also cover for other Q&C managers and Director to help with their escalations when needed.
  • Ensure that issues regarding reported reviews for the CEU markets are solved by the Agents on a daily basis (reported review process).
  • Coordinate resources for CEU operations with managers and team leads from other Q&C offices.
  • Proactively provide feedback to the Global Director of Q&C Operations on how we can improve our operations to better assist the mature CEU markets through taking ownership for scaling operations.
  • Create, align, drive and scale our quality, compliance and awareness processes, procedures and framework in cooperation with the Director and other Q&C Managers.
  • Build awareness of Trust & Transparency within Trustpilot together with the team.


  • Excellent written language skills in English.
  • Minimum of 2 year compliance or similar experience.
  • People management experience, such as providing 1:1 feedback, goal setting and nurturing team development.
  • Operational management experience in order to ensure department meets targets.
  • Good understanding of Quality & Compliance operations & processes.
  • Excellent communication skills, & an ability to understand the nuances of communicating with businesses & consumers.
  • Great stakeholder management, as you will be engaging across departments.
  • Able to work independently & juggle multiple tasks at once. A proactive approach to task & issue handling.
  • Conflict management skills & an ability to communicate politely in all situations.
  • Process oriented & a keen eye for detail.
  • Ability to structure & prioritize your time.
  • A can-do person who works efficiently & takes pride in answering every case.


If you see yourself in this role, submit your application in English by clicking below, and make sure to upload a personalised cover letter, in which you describe why you would be our ideal Quality & Compliance Manager for CEU.

About Trustpilot

At Trustpilot, we’re passionate about our mission to inspire ever-improving experiences for everyone. Working here’s an opportunity to collaborate with talented and dedicated people in a rapidly growing, fast-paced, and agile environment.

With vibrant office locations all around the world and over 40 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.

And let’s not forget the Scandinavian work-life balance — we work hard every day, but we also take the time to catch up with colleagues over a game of foosball, a cup of coffee, or maybe grab a beer after work.

Want to know more about Trustpilot culture? Check us out on The Muse

Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.

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