Content Moderator

Role : Moderation Quality Assurance Specialist (Must have German language proficiency )

Location : London

Purpose of Role

The Moderation Team is part of the organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience . We are looking for Moderation Quality Assurance Specialist role to analyse moderation quality performance, evaluating the delivery quality of BPO sites, provide indepth RCA for critical issues as well as the implementation of effective action plans .

Roles & Responsibilities

Content Review & Analysis

Conduct comprehensive review and analysis of sellers, products, content and Intellectual Property Rights (IPR) to ensure compliance with platform policies

Perform daily quality assessments of moderation decisions across multiple content categories

Identify patterns and trends in content violations through systematic data analysis

Review and evaluate the accuracy of content moderation decisions made by BPO teams or machine moderation

Quality Assurance & Process Improvement

Help build quality assessment processes and conduct quality assessment work by ensuring and evaluating the delivery quality of the sellers, products, IPR, and contents reviewed

Participate in the development of quality inspection standards and continuously optimize the processes and platform

Conduct root cause data analysis and provide insights and key actions to improve processes

Develop and implement quality metrics and KPIs to measure moderation effectiveness

Policy Enhancement & Compliance

Enhance moderation policy and work closely with local operations and policy teams

Provide recommendations for policy updates based on content review findings

Ensure adherence to regional regulatory requirements and platform standards

Stakeholder Management & Reporting

Prepare detailed quality reports and analysis for management review

Collaborate with cross-functional teams

Conduct calibration sessions with BPO teams to ensure consistent application of moderation policies

Root Cause Analysis & Action Planning

Perform in-depth RCA (Root Cause Analysis) for critical moderation issues and provide detailed insights on quality gaps

Develop and implement effective action plans to address identified quality issues

Track and monitor the effectiveness of implemented corrective actions

Create case studies and learning materials based on quality analysis findings

Qualifications

Education & Experience

Bachelor's degree or above

Minimum 3 years of hands on and in-depth experience in e-commerce safety and quality analysis is a must

Proven experience in content moderation, quality assurance, or trust and safety operations

Experience working with BPO teams preferred

Language & Communication Skills

Fluency in English is a must. Knowledge in any another Europan languages is a must.

Excellent coordination skills and communication skills across multiple cross-functional teams to build plans and projects

Strong written and verbal communication skills for reporting and stakeholder management

Technical & Analytical Skills

Ability to digest large data sets/policies in a cohesive and actionable manner

Familiarity with office software such as Excel, Word, Powerpoint, etc.

Strong analytical skills with experience in data analysis and reporting

Basic understanding of SQL or data visualization tools is a plus

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.