Role Summary
Lead the quality assurance efforts for a content moderation team, ensuring compliance with client policies and performance targets. You will provide feedback and coaching to analysts while analyzing data to drive process improvements in a Trust and Safety environment.
Job Description
As a Quality Auditing Associate Manager, you will oversee the quality assessment of analysts within the Trust and Safety project. You will be responsible for meeting audit targets, conducting root cause analysis for business issues, and providing coaching to improve team performance. This role involves reviewing sensitive online content, participating in client calibration sessions, and managing escalations. You will utilize data analysis tools like MS Excel and Google Sheets to create reports and ensure compliance with Service Level Agreements while maintaining high standards of emotional resilience and cultural sensitivity in a fast-paced environment.
Job Requirements
Bachelor’s Degree in any tertiary study.
Proven experience in Quality Assurance and team leadership, preferably in a BPO background.
Proficiency in MS Office (Excel, PPT, Word) or Google Workspace (Sheets, Docs, Slides).
Excellent verbal and written communication skills for managing client discussions and group feedback.
Strong emotional resilience and the ability to handle potentially objectionable content objectively.
Ability to work cyclical shifts, including night shifts, and handle overtime or on-call duties.
Skilled in data analysis to identify trends and perform Root Cause Analysis (RCA).
Quick Info
Company
—
Location
Kuala Lumpur
Salary
Undisclosed
Skills Required
10 skills
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Required Skills
Quality Auditing
Team Leadership
Content Moderation
Root Cause Analysis
Data Analysis
MS Excel
Coaching
Performance Management
Emotional Resilience
Stakeholder Management
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