Quality & Training Supervisor (Content Moderation)

QUALITY & TRAINING SUPERVISOR - CONTENT MODERATION

Location: QTSC1 Building, Quang Trung Software City, District 12, Ho Chi Minh City
Working Time: 5 days/week, rotating shift, 24/7.
Language Proficiency: English (B2 level)

RESPONSIBILITIES
Quality Management
Supervise and manage daily activities of the Quality (QA) team supporting Content Moderation operations.
Ensure moderation decisions align with platform policies, guidelines, and regulatory standards.
Monitor quality scores, accuracy rates, and error trends across moderation teams.
Conduct regular audits, deep dives, and root cause analysis on quality defects.

Coaching & Performance Improvement
Provide structured feedback, coaching, and action plans for moderators and QA analysts.
Partner with Operations Supervisors to address performance gaps and drive quality improvement.
Support remediation plans for low-performing agents or teams.

Calibration & Policy Alignment
Lead and participate in internal and cross-functional calibration sessions.
Ensure consistent interpretation and application of content policies across teams.
Flag policy ambiguities, edge cases, and emerging risks to Policy or Client stakeholders.

Reporting & Analytics
Prepare and present quality reports, dashboards, and insights to management.
Track KPIs such as accuracy, false positives/negatives, SLA adherence, and appeal outcomes.
Identify trends related to content types, regions, or policy changes.

Stakeholder Collaboration
Work closely with Operations, Training, Policy, and Client teams to align quality standards.
Provide inputs for training materials, refresher sessions, and policy updates.
Support audits, client reviews, and compliance checks when required.

REQUIREMENTS
Bachelor’s degree or equivalent work experience
2–4+ years of experience in Content Moderation, Trust & Safety, or Quality Assurance
At least 1–2 years in a supervisory or lead role (preferred)
Strong understanding of content moderation policies and workflows
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