Training And Quality Manager (Content Moderation/Trust and Safety)

TRAINING & QUALITY MANAGER

(Content Moderation/Trust and Safety)

Location: QTSC1 Building, District12, Ho Chi Minh City

Working Time: 5 days/week.

Language Proficiency: English

About the job

The Role

The Training & Quality Manager – Content Moderation is responsible for leading and overseeing all Quality Assurance and Training functions across multiple moderation programs. This role ensures consistent policy interpretation, high-quality moderation decisions, and continuous capability development of operations teams. The manager drives quality excellence, learning effectiveness, and operational improvements while partnering closely with Operations, Policy, and Client stakeholders.

Duties and Responsibilities

• Define and implement quality frameworks, standards, and audit methodologies across projects.
• Oversee QA teams to ensure consistent, accurate evaluation of moderation decisions.
• Drive calibration processes to ensure alignment across QA, Operations, and Clients.
• Analyze quality trends, identify root causes, and implement corrective action plans.
• Develop and execute training strategies for new hires, upskilling, and continuous learning.
• Ensure all training programs align with content policies, workflows, and client expectations.
• Oversee training delivery, including onboarding, refreshers, and policy updates.
• Evaluate training effectiveness through performance metrics and post-training assessments.
• Partner with Operations leaders to address performance gaps and drive continuous improvement.
• Design targeted interventions to improve accuracy, reduce errors, and enhance productivity.
• Monitor effectiveness of coaching and feedback loops between QA, TLs, and agents.

Hiring Requirements

• Candidate must have bachelor’s degree in training and quality management or related field.
• Must have experience in Content Moderations or Trust&Safety
• At least 04 years of professional experience in Training and Quality/Customer Service in Call Center
• Must possess effective communication skills (written and verbal)
• Flexible 24/7 environment
• Ability to work under pressure
• Corporate and process mind
• Excellent communication and quality orientation