Quality Analyst

Orcapod Consulting Services; Hyderabad; On-site; INR 500,000 - 750,000; Full time

Job summary

Orcapod Consulting Services is seeking a diligent Quality Analyst to oversee moderation accuracy and policy compliance. The role requires auditing moderator decisions, identifying gaps, and guiding teams to uphold client guidelines.

You will analyze content from text to multimedia, report findings, and support process improvements. Excellent attention to detail and strong communication are essential for success in this position.

Qualifications

• Experience in Quality Analysis/Quality Assurance, preferably in Content Moderation or related fields.
• Strong understanding of content moderation processes and quality frameworks.
• Excellent attention to detail and analytical skills.
• Ability to interpret and apply complex policies and guidelines accurately.
• Good written and verbal communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to identify trends and perform root-cause analysis.
• Proficiency in MS Excel/Google Sheets and reporting tools.
• Ability to work independently as well as with cross-functional teams.

Responsibilities

• Conduct regular quality audits of content moderation cases handled by moderators.
• Review decisions related to text, images, videos, profiles, advertisements, and other user-generated content.
• Evaluate moderator performance against defined quality parameters, policies, and client guidelines.
• Identify errors, policy deviations, inconsistencies, and knowledge gaps.
• Provide constructive feedback and coaching to Content Moderators.
• Prepare and maintain quality reports, scorecards, error logs, and performance dashboards.
• Perform root-cause analysis for recurring quality issues.
• Identify trends and recommend process improvements to enhance quality and accuracy.
• Participate in calibration sessions to ensure consistency in moderation decisions.
• Work closely with Operations, Training, and Team Leads to address quality concerns.
• Support updates to moderation guidelines and communicate policy changes to the team.
• Ensure adherence to defined SOPs, SLAs, quality standards, and compliance requirements.
• Escalate critical or sensitive content cases according to the defined escalation matrix.
• Maintain confidentiality and follow data privacy and security requirements.

Tools

MS Excel/Google Sheets

Job description

Key Responsibilities

• Conduct regular quality audits of content moderation cases handled by moderators.
• Review decisions related to text, images, videos, profiles, advertisements, and other user-generated content.
• Evaluate moderator performance against defined quality parameters, policies, and client guidelines.
• Identify errors, policy deviations, inconsistencies, and knowledge gaps.
• Provide constructive feedback and coaching to Content Moderators.
• Prepare and maintain quality reports, scorecards, error logs, and performance dashboards.
• Perform root-cause analysis for recurring quality issues.
• Identify trends and recommend process improvements to enhance quality and accuracy.
• Participate in calibration sessions to ensure consistency in moderation decisions.
• Work closely with Operations, Training, and Team Leads to address quality concerns.
• Support updates to moderation guidelines and communicate policy changes to the team.
• Ensure adherence to defined SOPs, SLAs, quality standards, and compliance requirements.
• Escalate critical or sensitive content cases according to the defined escalation matrix.
• Maintain confidentiality and follow data privacy and security requirements.

Required Skills

• Experience in Quality Analysis / Quality Assurance, preferably in Content Moderation, Trust & Safety, BPO, or similar operations.
• Strong understanding of content moderation processes and quality frameworks.
• Excellent attention to detail and analytical skills.
• Ability to interpret and apply complex policies and guidelines accurately.
• Good written and verbal communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to identify trends and perform root-cause analysis.
• Proficiency in MS Excel/Google Sheets and reporting tools.
• Ability to work independently as well as collaboratively with cross-functional teams.