Training & Quality Supervisor

Location: Quality Tech Solution Complex – QTSC
Working Time: 5 days/week
Language Proficiency: English (B2 level)

Key Responsibilities
The responsibility of the team leader is to ensure that organizational metrics and goals are met by rallying and motivating a team of up to 20 team members.

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.

Qualifications
• 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

Benefits
• Competitive salary and performance-based bonus.
• 13th-month salary, 100% salary during probation + 14 annual leave days
• Full social, health, and Aon health insurance
• Lunch and parking support
• Clear career path and growth opportunities in a professional, dynamic environment
• Opportunity to work with top industry experts and talented colleagues
• Transparent, trustworthy, and inspiring workplace culture
• Participation in engagement and well-being activities: company events, Happy Day, best sales awards, etc
Show more Show less