SMO QA / Search QA / QA Lead

Position1 : SMO QA

Our QA's will take ownership of the quality success of their internal or external stakeholders, identify and clear blockers to high performance, and be on hand to support their team in their drive for excellence. They will take an active role in performance monitoring and provide crucial reporting to relevant stakeholders, leading to the success and growth of our teams.

The successful candidate must be capable of working with XFN teams to identify the needs of their project. Be comfortable navigating ambiguous situations, and be able to set clear SMART goals for themselves and our team. They must also be willing and able to take ownership of this role, identify and suggest process improvements, and help to develop a best practice methodology for the QA role.

Responsibilities:

Work both independently, and in collaboration with stakeholders, to deliver high performance standards across all relevant projects, and develop a best practice model for maintaining high performance on those projects.

-Facilitate regular calibration meetings with stakeholders to maintain knowledge & quality standards, and provide feedback on implementation and execution.

-Work closely with the Policy POC to disseminate policy updates and knowledge to your teams, and facilitate efficient & timely communication of policy questions between all internal & external stakeholders.

-Perform daily audits and provide analysis of errors and feedback to respective teams.

-Compile & deliver regular performance data reports to SME & management teams as required.-Conduct regular RCA escalations through the relevant process.

-Identify and assess areas for performance improvement across relevant markets, and be solution driven and proactive in delivering these solutions.

-Participate in or lead policy briefings to ensure any changes are consistent and in line with political conditions.

-Balance efficient delivery of tasks in each queue through relevant platforms such as TCS or Rock Appeal.

-Be able & willing to support or backfill temporary gaps in market support.

-Be able to support the internal onboarding team to further develop onboarding training SOPs & materials, as well as ongoing legacy planning.

-Perform regular queue moderation, or participate in knowledge quizzes when required, to maintain policy implementation skills.

-Design/help to design a training plan and implement it according to the timeline.

Please note that this position involves exposure to sensitive content, including but not limited to vulgar content, violence, pornography, and fake news.

Qualifications:

-Fluent in Japanese is required as the role requires communication with the Japan market; fluent in English is also required as it is the working language.

-A fast learner who has the ability to embrace a fast-paced working environment.

Preferred Qualifications：

• Experience in Content Moderation / Content Quality / Content Safety / Labeling / Annotation will be an added advantage.

• Demonstrate a broad understanding of our business needs, strategic thinking skills and ability to make good decisions in complex situations.-Familiar with the business logic of labeling and working mode of the upstream and downstream teams.

-Comfortable reporting to, or collaborating with, a broad range of XFN partners.

-Presentation skills, cross-cultural communication and interpersonal skills.

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Position 2 : Search QA

It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.

This may occur in the form of images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.

Responsibilities :

• Be responsible for data labeling project policy and guideline localization, implementation, and clarification for labeling teams to ensure accurate understanding of the policies and guidelines

• Ensure project quality via routine-timely inspection of labeled data, conducting analyses, and formulating action plans to improve quality

• Manage communications to ensure alignment, which includes, but is not limited to, both internal and external recurring project syncs and calibration meetings with the labeling team to support the appeal process (e.g. analyze diff cases, offer solutions and suggestions to resolve misalignments to improve accuracy)

• Support the training and go-live process of the labeling team, including holding follow-up explanation sessions as needed, correcting test results, and handling Q&A

• Generate performance reports via analyzing, reviewing, and assembling project metrics / data

• Work closely with cross-functional stakeholders in order to provide feedback including on data quality / SOPs / policies / and guidelines

• Additional compatible and related responsibilities which are not necessarily listed above

• Based on business requirements, you may be moved between projects

Qualifications:

• Bachelor's degree or above

• Japanese fluency and English proficiency as work will involve both Japan and global material- Minimum 1 + years of work experience or equivalent knowledge

• Excellent communication and data analysis skills, experience in cross-team collaboration, eager to learn

• An in-depth understanding of Japan culture and familiarity with the Internet usage habits of Japanese users

• Willing to work with sensitive issues, including but not limited to violence or sexual content

• This role will be based in Japan office

Preferred Qualifications:

• Proficiency with common office software, able to manipulate spreadsheets

• Familiarity with RCA methodology or labeling experience is a plus