Mandarin Content Moderation

Project Description

The project involves content review (videos/images/text) in the online space for one of the largest technology giants. In this role one needs to be objective and be willing to review sensitive content. As part of the contractual obligations, the 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

Softskills

• 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

Technical Skills

• Excellent written, reading in Traditional Mandarin & spoken communications skills in Mandarin and understanding of local culture
• Good communications skills (English)
• Online community experience and exposure
• Experience with confidential information collection and management (preferable)

Other Requirements

• Willing to work in 24x7 environment
• Should be comfortable working with explicit & sensitive content
• Ability to manage critical situations with minimum supervision
• Good interpersonal and communication skills
• Ability to perform in adverse situations