Training & Quality Supervisor

Location: Quality Tech Solution Complex QTSC

Working Time: 5 days/week

Language Proficiency: English (B2 level)

Key Responsibilities

The responsibility of the team leader is to ensure that organizational metrics and goals are met by rallying and motivating a team of up to 20 team members.

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.

Qualifications

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

Benefits

Competitive salary and performance-based bonus.

13th-month salary, 100% salary during probation + 14 annual leave days

Full social, health, and Aon health insurance

Lunch and parking support

Clear career path and growth opportunities in a professional, dynamic environment

Opportunity to work with top industry experts and talented colleagues

Transparent, trustworthy, and inspiring workplace culture

Participation in engagement and well-being activities: company events, Happy Day, best sales awards, etc