Quality Auditing Analyst

Roles and Responsibilities

What We Are Looking For:

• Content Moderation Expertise:

• In-depth understanding of content moderation guidelines and policies specific to the platform or industry. Ability to apply moderation standards to ensure content aligns with community guidelines.

• Digital Literacy:

• Familiarity with various types of online content, including text, images, videos, and audio, and the ability to assess them for appropriateness and compliance.

• Attention to Detail:

• A keen eye for identifying inappropriate, offensive, or harmful content, with the ability to accurately assess content quality and appropriateness.

• Policy Interpretation:

• Ability to interpret and apply content moderation policies consistently and accurately, ensuring decisions align with platform requirements and client expectations.

• Decision-Making:

• Strong decision-making skills, enabling the approval or rejection of content based on clear, consistent guidelines.

• Risk Assessment:

• Capability to assess the potential risks associated with various types of content, understanding their implications for the platform and users.

• Data Analysis:

• Basic data analysis skills to identify trends, patterns, and areas of improvement in content moderation processes, using metrics to drive decision-making.

• Communication Skills:

• Excellent verbal and written communication skills for conducting refresher training sessions and engaging in discussions with analysts. Active listening skills to understand reviewer concerns and feedback.

• Quality Assurance:

• Knowledge of quality assurance processes and best practices for maintaining content standards. Proficiency in MS Excel, PowerPoint, Word, Google Sheets, Docs, and Slides to create reports, interpret quality metrics, and implement improvements. Experience with Root Cause Analysis (RCA), feedback delivery, and coaching logs.

• Cultural Sensitivity and Resilience:

• Awareness of diverse cultures, backgrounds, and perspectives. Strong coping, emotional resilience, and stress-management skills to navigate content moderation's challenges. Ability to remain objective and neutral, applying policies without bias or personal influence.

Roles and Responsibilities:

• Assess Analyst Performance:

• Monitor and assess the quality of analysts on the project, ensuring compliance with content moderation guidelines and client expectations.

• Quality and Volume Targets:

• Meet volume and quality targets for all quality assurance audits, ensuring accurate and timely evaluations.

• Client Business Understanding:

• Develop and maintain knowledge of client business needs and processes to ensure that content moderation is aligned with client objectives.

• Service Level Agreements (SLAs):

• Ensure understanding of client SLAs and department key performance requirements to meet expectations consistently.

• Continuous Skill Development:

• Participate in on-the-job and classroom training to enhance knowledge of products, industry trends, and business needs.

• Process Calibration:

• Actively participate in process calibration sessions with clients and cross-vendor teams to ensure consistency and alignment in content moderation practices.

• Escalation Management:

• Take accountability for handling escalations efficiently, ensuring issues are resolved in a timely manner.

• Root Cause Analysis (RCA):

• Identify root causes of business-related issues, proposing solutions to improve client satisfaction and process effectiveness.

• Incident Monitoring:

• Assist with monitoring and tracking incidents to ensure timely resolution and compliance with client expectations.

• Feedback and Coaching:

• Deliver individual and group feedback to analysts, providing coaching sessions to motivate and encourage performance improvements.