Quality Analyst

Key Responsibilities

• Conduct regular quality audits of content moderation cases handled by moderators.
• Review decisions related to text, images, videos, profiles, advertisements, and other user-generated content.
• Evaluate moderator performance against defined quality parameters, policies, and client guidelines.
• Identify errors, policy deviations, inconsistencies, and knowledge gaps.
• Provide constructive feedback and coaching to Content Moderators.
• Prepare and maintain quality reports, scorecards, error logs, and performance dashboards.
• Perform root-cause analysis for recurring quality issues.
• Identify trends and recommend process improvements to enhance quality and accuracy.
• Participate in calibration sessions to ensure consistency in moderation decisions.
• Work closely with Operations, Training, and Team Leads to address quality concerns.
• Support updates to moderation guidelines and communicate policy changes to the team.
• Ensure adherence to defined SOPs, SLAs, quality standards, and compliance requirements.
• Escalate critical or sensitive content cases according to the defined escalation matrix.
• Maintain confidentiality and follow data privacy and security requirements.

Required Skills

• Experience in Quality Analysis / Quality Assurance, preferably in Content Moderation, Trust & Safety, BPO, or similar operations.
• Strong understanding of content moderation processes and quality frameworks.
• Excellent attention to detail and analytical skills.
• Ability to interpret and apply complex policies and guidelines accurately.
• Good written and verbal communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to identify trends and perform root-cause analysis.
• Proficiency in MS Excel/Google Sheets and reporting tools.
• Ability to work independently as well as collaboratively with cross-functional teams.