QA (based in Thailand)

Location: Ho Chi Minh City, Vietnam
Job Type: Permanent
Salary US$1500 - US$1600 per month
Specialization: Call Center Operations
Sub Specialization:
Contact: Nguyen Thi Khanh Hoa
Reference: JO-1808-400098

1. Partners with internal teams to ensure that decisions made by the vendor's content moderation staff are being regularly audited for accuracy and that performance feedback is being shared with the responsible team members.

2. Works closely with Quality Leaders on-site to aggregate, prioritize, and report on the top issues impacting decision accuracy for each market and vertical.

3. Provides details to local teams around the impact of upcoming policy changes on the team's current work, and surfaces gaps in knowledge, process, and technology between the intent of the Content Policy and how content reviews actually take place.

4. Delivers "just-in-time" training to auditors on new or changing Content Policies as well as "refresher" training on existing Content Policy on an as-needed basis.

5. Actively reviews decision accuracy audits to ensure consistency and alignment with our community standards and internal policies.

6. Manages investigations of escalations of inaccurate decisions, to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect.

7. Mentors auditors on the use of audit tools and systems.

8. Develops process documentation and aggregates feedback about the functionality of audit tools.