Quality Evaluator (Content Moderation)

Concentrix; Surakarta; On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Quality Assurance professional to monitor and evaluate content moderation efforts. This role requires a keen eye for detail and the ability to analyze data trends effectively. You'll work closely with various stakeholders to ensure consistency and best practices while maintaining a strong knowledge base of client products and services. If you thrive in a dynamic environment and are passionate about quality assurance, this opportunity could be the perfect fit for you.

Qualifications

• Minimum 1 year of experience as a QA in a BPO company.
• Proficient in feedback and coaching skills.

Responsibilities

• Monitor and evaluate content moderation across various platforms.
• Participate in internal quality audits to improve contact quality.

Skills

Strong Communication Skills

Public Speaking

Adaptability

Enthusiasm for Learning

Advanced Research Skills

Tools

MS Office (PowerPoint, Excel, Word)

Job description

About Role:

Monitors, evaluate, and/or audit a sampling of Content Moderation and other contact methods including call, chat, and email.

Responsibilities:

• One should be ok watching the egregious content
• Someone coming from content moderation background
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• Complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

General and Specific skills

• Strong Communication Skills
• Excellent public speaking skills
• Adaptability
• Enthusiasm for Learning
• Advanced Research Skills

Job requirements:

• Should have minimum 1 years of experience as a QA in a BPO company
• Proficient with Feedback & Coaching skills
• Must have the ability to work under pressure
• Advanced knowledge of MS office (Power point, Excel, Word)
• Excellent communication skills
• Drive for self-learning and knowledge enhancement
• Must have analytical abilities to analyze data, trends from effectiveness surveys
• Good with English & Local Language Fluency
• Willing to be placed in Surakarta/Solo, Indonesia