Project Process Description
The project involves reviewing content (videos/images/text) for one of the Largest Technology giants. As part of the contractual obligations, client expects the team to follow certain policy guidelines, meet stringent TAT, Productivity, and a minimum monthly average quality as per the target.
Detailed Role & Responsibilities
- Moderate content to ensure accurate and precise decision is applied in the online space in compliance with client’s policies and guidelines
- Gaining full understanding and in-depth knowledge of client policies and guidelines
- Reviewing user generated content and editorial generated content including but not limited to text, images, audios, videos
- Review sensitive content, sometimes involving graphic or otherwise disturbing text/videos/images
- Identifying improvement opportunities and solutions to problems
- Analyze and identify content that is not in compliance with requirements and flag for action in a timely manner
- Review the reported content within agreed turnaround times and standards of quality
- Recognize trends and patterns, and escalate issues outside of the established policies
- Use market specific knowledge and insights to spot and scope solutions to improve the support of user community
- Ensure on meeting daily KPIs
- Ensures that the process is followed correctly in Service Operations
- Ability to learn to work with customer internal tools
- Maintain a high degree of confidentiality while meeting strict deadlines
Requirements
- Excellent written, reading & spoken communications skills in English/Mandarin language and understanding of local culture.
- Understanding of the social space (trends, influencers, engagement, things to be cautious of etc.).
- Good communications skills (English).
- Excellent analytical and research skills.
- Quick learning and understanding of complex processes.
- Experience with social networking (or similar programs) Internet Savvy.
- Willing to work in Rotational shift timings.
- Ability to manage critical situations with minimum supervision.
- MS Office & strong key board skills.
- Good interpersonal and communication skills.
- Ability to perform in adverse situations.
- Should be comfortable working with explicit & extremely sensitive content.
Soft Skills:
- Ability to work independently
- Experience with social networking (or similar programs) Internet Savvy
- Interested in social media and current events (trending topics, viral news etc.)
- Quick learner and adaptable to learn new processes, concepts, and skills
- Be organized and able to manage time and tasks efficiently
- Strong attention to detail and a desire to deliver accurately, efficiently and to a high standard
- Have a neutral mindset towards different content that needs classification, regardless of the content itself
- Result-oriented, self-motivated, independent, and inquisitive
- Able to thrive in a fast-paced and team-oriented environment
- Excellent analytical and research skills