Team Lead – Search Evaluation / Content Moderation

Hiring: Team Lead – Search Evaluation / Content Moderation

Location: Masaryk, Polanco, Mexico City, Mexico

Work Mode: Onsite

Employment Type: Full-time (FTE)

global leader in data analytics, AI solutions, and technology-enabled services. We combine advanced technology with subject matter expertise to help organizations improve business performance and operational efficiency.

Role Overview

We are seeking an experienced L2 Team Lead – Search Evaluation / Content Moderation to lead onsite operations, drive quality performance, and ensure consistent application of client search evaluation policies. The ideal candidate will have hands-on experience managing operational teams, delivering intensive training, maintaining quality standards, and meeting strict service-level agreements (SLAs).

The successful candidate will serve as the key link between client policy stakeholders and onsite L1 Search Evaluators.

Key Responsibilities

• Interpret complex search evaluation guidelines and proactively resolve policy ambiguities with client stakeholders.
• Translate policy changes into clear operational instructions for L1 specialists.
• Lead daily operations, manage delivery milestones, and ensure adherence to SLAs and productivity targets.
• Conduct quality calibration sessions, analyze performance trends, and implement corrective action plans.
• Lead onboarding, training, refresher sessions, knowledge assessments, and continuous coaching.
• Monitor quality scores, productivity, accuracy, turnaround time, and other key operational metrics.
• Handle escalations and support the team in resolving complex evaluation cases.
• Ensure consistent and responsible handling of sensitive content, including violence and adult content, in accordance with client policies.
• Collaborate with client stakeholders and internal teams to improve evaluation accuracy and operational efficiency.

Mandatory Skills and Qualifications

• Proven experience leading or supervising onsite operational teams in a fast-paced, SLA-driven environment.
• Strong hands-on experience in search evaluation, search quality assessment, content moderation, or Trust & Safety operations.
• Excellent understanding of search intent, search result relevance, user behavior, and search quality evaluation principles.
• Demonstrated ability to interpret complex guidelines and apply policies consistently.
• Experience conducting training, coaching, quality calibration, and knowledge-transfer sessions.
• Strong knowledge of quality metrics, productivity tracking, SLA management, and performance improvement.
• Excellent English communication skills, with the ability to communicate policy clarifications and operational updates effectively.
• Professional maturity and resilience when reviewing sensitive or potentially disturbing content.
• Ability to work onsite at Masaryk, Polanco, Mexico City.

Preferred Qualifications

• Experience working directly with client policy owners or quality teams.
• Experience managing escalations, root-cause analysis, and corrective action plans.
• Familiarity with search engines, digital platforms, data annotation, and content quality programs.
• Experience supporting continuous improvement initiatives in a high-volume operational environment.

Ideal Candidate Profile

We are looking for a hands-on leader who combines strong people management with analytical thinking, policy interpretation, and a passion for delivering high-quality results.

Interested candidates: Apply through the LinkedIn job posting or share your profile with the recruitment team.