QUALITY & TRAINING SUPERVISOR - CONTENT MODERATION
Location: QTSC1 Building, Quang Trung Software City, District 12, Ho Chi Minh City
WorkingTime: 5 days/week, rotating shift, 24/7.
LanguageProficiency: English (B2 level)
RESPONSIBILITIES
Quality Management
- Supervise and manage daily activities of the Quality (QA) team supporting Content Moderation operations.
- Ensure moderation decisions align with platform policies, guidelines, and regulatory standards.
- Monitor quality scores, accuracy rates, and error trends across moderation teams.
- Conduct regular audits, deep dives, and root cause analysis on quality defects.
Coaching & Performance Improvement
- Provide structured feedback, coaching, and action plans for moderators and QA analysts.
- Partner with Operations Supervisors to address performance gaps and drive quality improvement.
- Support remediation plans for low-performing agents or teams.
Calibration & Policy Alignment
- Lead and participate in internal and cross-functional calibration sessions.
- Ensure consistent interpretation and application of content policies across teams.
- Flag policy ambiguities, edge cases, and emerging risks to Policy or Client stakeholders.
Reporting & Analytics
- Prepare and present quality reports, dashboards, and insights to management.
- Track KPIs such as accuracy, false positives/negatives, SLA adherence, and appeal outcomes.
- Identify trends related to content types, regions, or policy changes.
Stakeholder Collaboration
- Work closely with Operations, Training, Policy, and Client teams to align quality standards.
- Provide inputs for training materials, refresher sessions, and policy updates.
- Support audits, client reviews, and compliance checks when required.
REQUIREMENTS
- Bachelor's degree or equivalent work experience
- 24+ years of experience in Content Moderation, Trust & Safety, or Quality Assurance
- At least 12 years in a supervisory or lead role (preferred)
- Strong understanding of content moderation policies and workflows
