Trust & Safety Operations Team Lead (Japanese) – Accenture Malaysia

The Trust & Safety Operations Team Lead (Japanese) is responsible for leading a team of Content Moderators who analyze and review user-generated content. This role requires strong leadership and resilience in managing sensitive material while ensuring team performance meets established standards.

In this position, you will oversee daily operations of the Trust & Safety team, guiding Content Moderators in their review of various user-generated content. You will facilitate team meetings, manage investigations, and drive performance to meet service level agreements (SLAs) and key performance indicators (KPIs).

Key Responsibilities:

• Lead a team of Content Moderators in analyzing and reviewing user-generated content.
• Manage investigations and escalations related to flagged content.
• Conduct daily team meetings to guide task management.
• Drive team performance to meet SLAs and KPIs.
• Conduct regular performance reviews and implement improvement plans.
• Coordinate training needs and quality assessments for team members.
• Create and manage Standard Operating Procedures and documentation.
• Report on performance metrics and manage attendance and leave.
• Support team members through regular individual meetings.