Six month in: Trust and Safety Jobs recap. Learn More 👉
T

Quality Analyst T&S

Tech Mahindra
Full-time
On-site
Lisbon, Portugal
Analyst
We’re Tech Mahindra, a multinational Technology Company with 30 years of experience and with more than 141.000 associate providing Information Technology and Business Process Outsourcing Services.

We are currently looking for a Quality Analyst for our Trust & Safety department.
As a Quality Analyst (QA) in the Safety & Trust area you will be responsible for ensuring that the processes and operations related to the platform’s safety, trust, and compliance are properly followed.

Roles and Responsibilities
- Perform audits on sample of audits performed by the IQA agent
- Refer to multiple documents, artifacts and resources for decision making
- Documenting the audit results clearly
- Calibrating with internal IQA agents & Working with T&S technical team to resolve complex/new/grey area scenarios and bridge identified knowledge gaps to drive internal IQA alignment scores and reduce internal variance via RCA
- Documenting new learnings, identify policy gaps based on induvial observations, internal calibration within peers & external stakeholders.
- Improving decision making process based on feedback from T&S tech leadership and working on over & underenforcement issues & appeal grants.

Skills Requirements & Qualifications
- 1/2 years of industry experience in Trust & Safety/ Content Moderation/ Fraud or Abuse detection or Investigation for Ads domain with at least 1 year experience in Quality Management
- Experience in handling sensitive, highly egregious & Non-Family Safe content
- Excellent problem-solving, critical thinking, and analytical skills
- Experience and strong understanding on performing, Root Cause Analysis, 5 WHY methodology, Internal & External calibrations & variance analysis
- Strong reasoning & Eye to detail
- Good Understanding of Policy recommendation workflow and Process improvement projects.
- Strong Communication skills & documentation
- Ability to perform research on approved 3rd Party platforms to gather relevant information for making decisions
- Ability & Resilience to handle sensitive content
- Good understanding on Operational & Quality metrics (AHT, TAT, Precision, Recall, Accuracy, Appeal % & Appeal Grant %)
[Only English is required, others will be an advantage]

Our offer:
Base salary above average
Meal allowance (9,13€ per day worked, in meal card)
Healthcare and Dental Insurance (since day one)
Work from Office (Office in Oeiras - Transport allowance or Shuttle)
Fixed schedule (Monday to Friday, Business Hours)
1 year of Contract

Our cultural values are Driving positive Change, Celebrating each moment and Empowering all to rise.
Regardless of whether you are a career changer * or an IT expert *: Apply now with your résumé and become part of the Tech Mahindra family - we look forward to seeing you! Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.
Show more Show less