Content Review & Analysis
- Conduct comprehensive review and analysis of sellers, products, content and Intellectual Property Rights (IPR) to ensure compliance with platform policies
- Perform daily quality assessments of moderation decisions across multiple content categories
- Identify patterns and trends in content violations through systematic data analysis
- Review and evaluate the accuracy of content moderation decisions made by BPO teams or machine moderation
Quality Assurance & Process Improvement
- Help build quality assessment processes and conduct quality assessment work by ensuring and evaluating the delivery quality of the sellers, products, IPR, and contents reviewed
- Participate in the development of quality inspection standards and continuously optimize the processes and platform
- Conduct root cause data analysis and provide insights and key actions to improve processes
- Develop and implement quality metrics and KPIs to measure moderation effectiveness
Policy Enhancement & Compliance
- Enhance moderation policy and work closely with local operations and policy teams
- Provide recommendations for policy updates based on content review findings
- Ensure adherence to regional regulatory requirements and platform standards
Stakeholder Management & Reporting
- Prepare detailed quality reports and analysis for management review
- Collaborate with cross-functional teams
- Conduct calibration sessions with BPO teams to ensure consistent application of moderation policies
Root Cause Analysis & Action Planning
- Perform in-depth RCA (Root Cause Analysis) for critical moderation issues and provide detailed insights on quality gaps
- Develop and implement effective action plans to address identified quality issues
- Track and monitor the effectiveness of implemented corrective actions
- Create case studies and learning materials based on quality analysis findings
Education & Experience
- Bachelor's degree or above
- Minimum 3 years of hands on and in-depth experience in e-commerce safety and quality analysis is a must
- Proven experience in content moderation, quality assurance, or trust and safety operations
- Experience working with BPO teams preferred
Language & Communication Skills
- Fluency in English is a must. Knowledge in another Europan languages is a plus.
- Excellent coordination skills and communication skills across multiple cross-functional teams to build plans and projects
- Strong written and verbal communication skills for reporting and stakeholder management
Technical & Analytical Skills
- Ability to digest large data sets/policies in a cohesive and actionable manner
- Familiarity with office software such as Excel, Word, Powerpoint, etc.
- Strong analytical skills with experience in data analysis and reporting
- Basic understanding of SQL or data visualization tools is a plus
Application question(s):
- Do you speak any European language(s) other than English? Please specify the language(s) and proficiency level.
Work Location: In person
