Job Description
Understand and remain up to date with client’s policies and guidelines
Review user reports regarding website content
Analyze and identify content on creator channels that is not in compliance with requirements and flag for action in a timely manner
Make well-balanced decisions and help resolve inquiries according to defined policies and procedures
Investigate and resolve issues that are reported on such as requests for account support and reports of potentially abusive content
Review the reported content within agreed turnaround times and standards of quality
Recognize trends and patterns, and escalate issues outside policy
Fulfill base productivity and quality requirements of the client
Use market specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of user community
Identify inefficiencies in workflows and suggest solutions
Review of sensitive content sometimes involving graphic or disturbing subject matter.
Qualification & Experience:
Fresh graduate - 6 months of professional work experience (preferable from BPO industry)
Fluency in English
Moderate to high Proficiency in using Google products, including Youtube, Gmail, Calendar, Google Drive.
Well-developed logic-based decision making and ability to triage and escalate borderline cases
Excellent communication (verbal and written) & Quick learner and adaptable to learn new processes, concepts, and skills
Strong attention to detail and a desire to deliver accurately, efficiently, and to a high standard
Passion for social media. Conversant with channels that provide on demand Video
Must have some inclination/ viewpoint towards any/some of the following: -
Social media regulation - Online free speech - Govt regulated Internet controls - Support for vulnerable sections of the society - EU policy making - Business process efficiency - Project management.