Moderation Quality Analyst — Policy & Calibration Expert

TDCX; Lisboa; Hybrid; EUR 26,000 - 36,000; Full time

Benefits offered by this job

Medical coverage

World-class workspaces

Flexible working arrangements

Learning & development programs

Career growth opportunities

Direct public transport access

Job summary

TDCX in Portugal seeks a quality moderator to perform regular audits of moderation decisions, ensuring accuracy and policy alignment. You will document findings and share actionable feedback with moderators and supervisors, identifying patterns and contributing to calibration sessions across vendor sites.

You will collaborate with Policy and L&D teams to refine training content, and you will support deep dives into workflows, languages, or case types while contributing to scorecards and audit

Qualifications

• Strong attention to detail and the ability to spot errors, inconsistencies, or bias in decision-making.
• Excellent documentation and communication skills, especially when delivering sensitive or constructive feedback.
• Familiarity with quality audit processes, calibration methods, and moderation workflows.

Responsibilities

• Perform regular audits of moderation decisions to assess accuracy, consistency, and policy alignment
• Document quality findings in a clear, actionable manner and share feedback with moderators and supervisors
• Identify patterns in quality issues, such as misinterpretation of policy, knowledge gaps, or systemic ambiguity
• Participate in regular calibration sessions across vendor sites to maintain alignment on standards and scoring
• Work closely with Policy and L&D teams to help refine training content and clarify unclear guidelines
• Support quality investigations or deep dives into specific workflows, languages, or case types
• Contribute to the refinement of quality audit tools, processes, and scorecards as needed
• Any other duties and responsibilities that may be assigned to you by the management from time to time.

Skills

Attention to detail

Communication skills

Multilingual (English & German)

Tools

QA dashboards

Case review tools

Job description

TDCX in Portugal seeks a quality moderator to perform regular audits of moderation decisions, ensuring accuracy and policy alignment. You will document findings and share actionable feedback with moderators and supervisors, identifying patterns and contributing to calibration sessions across vendor sites.

You will collaborate with Policy and L&D teams to refine training content, and you will support deep dives into workflows, languages, or case types while contributing to scorecards and audit