Responsibilities

Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

Our QA's will take ownership of the quality success of their internal or external stakeholders, identify and clear blockers to high performance, and be on hand to support their team in their drive for excellence. They will take an active role in performance monitoring, and provide crucial reporting to relevant stakeholders, leading to the success & growth of our teams.

The successful candidate must be capable of working with XFN teams to identify the needs of their project. Be comfortable navigating ambiguous situations, and be able to set clear SMART goals for themselves & our teams.

They must also be willing and able to take ownership of this role, identify & suggest process improvements, & help to develop a best practice methodology for the QA role.

What will I be doing:

• Working both independently, and in collaboration with stakeholders, to deliver high performance standards across all relevant projects, and develop a best practice model for maintaining high performance on those projects.
• Facilitate regular calibration meetings with stakeholders to maintain knowledge & quality standards, and provide feedback on implementation and execution.
• Work closely with the Policy POC to disseminate policy updates and knowledge to your teams, and facilitate efficient & timely communication of policy questions between all internal & external stakeholders.
• Perform daily audits and provide analysis of errors and feedback to respective teams.
• Compile & deliver regular performance data reports to SME & management teams as required.
• Conduct regular RCA escalations through the relevant process.
• Identify and assess areas for performance improvement across relevant markets, and be solution driven and proactive in delivering these solutions.
• Participate in or lead policy briefings to ensure any changes are consistent and in line with local cultural, socio, geographical and political conditions.
• Balance efficient delivery of tasks in each queue through relevant platforms such as TCS or Rock Appeal.
• Be able & willing to support or backfill temporary gaps in market support.
• Be able to support the internal onboarding team to further develop onboarding training SOP's & materials, as well as ongoing legacy planning.
• Perform regular queue moderation, or participate in knowledge quizzes when required, to maintain policy implementation skills.
• Design/help to design a training plan and implement it according to the timeline
• Please note that this position involves exposure to sensitive content, including but not limited to vulgar content, violence, pornography, and fake news.

Qualifications

Minimum Qualifications

• Minimum 1-year QA or relevant experience in trust and safety or policy in a major tech or media company.
• Demonstrate a broad understanding of our business needs, strategic thinking skills and ability to make good decisions in complex situations.
• Familiar with the business logic of labeling and working mode of the upstream and downstream teams.
• Fluent in Spanish is required as the role requires communication with Spanish markets, fluent in English is also required as it is the working language.
• Comfortable reporting to, or collaborating with, a broad range of XFN partners.
• A fast learner who has the ability to embrace a fast-paced working environment.

Preferred Qualifications

• Bachelor's degree and above or equivalent working experience in a short video product user industry.
• Experience in Content Moderation/Content Quality/Content Safety/Labeling will be an added advantage.
• Familiarity with Microsoft Office Suite (PPT / Excel / Word).
• Familiarity with machine learning and content understanding.
• Solid presentation skills, solid communication and interpersonal skills.