Quality and Policy Expert

TP group; Dublin; On-site; EUR 45,000 - 60,000; Full time

Job summary

A leading content moderation company is seeking a Quality & Policy Expert in Dublin. The role involves auditing content moderation staff, ensuring accuracy and providing feedback to enhance performance. Ideal candidates will have at least 2 years of quality control experience, strong Excel skills, and be proficient in English and a local language. This position requires attention to detail, critical thinking, and the ability to thrive in a dynamic environment, while supporting community standards.

Qualifications

• Passion for providing support to people with accuracy and empathy.
• 2+ years' experience in a quality control environment.
• Ability to work independently in an unstructured environment.

Responsibilities

• Partner with teams to ensure accuracy of content moderation.
• Support all aspects of internal audit quality and feedback.
• Proactively identify training needs and coordinate findings.

Skills

Attention to detail

Problem-solving

Multitasking

Empathy

Language proficiency in English

Tools

Excel

Tableau/Power BI

Job description

Quality & Policy Expert

Responsibilities include but are not limited to the following:

• Partner with Client internal teams to ensure that decisions made by Vendor’s content moderation staff are being regularly audited for accuracy and that performance feedback is being shared with the responsible teams
• Support every aspect of internal audit quality from audit planning, implementation, feedback and re-audit as required.
• Complete all audits in the required timeframe and provide timely and usable feedback to ‘Agents’ to drive improved performance.
• Proactively identify areas of our content policies/operational guidelines requiring training and coordinate findings with training partners to bridge knowledge gaps
• Collaborate with relevant Operations team(s) and Quality Manager(s) for performance enhancement of personnel not meeting effectiveness metrics.
• Become and remain knowledgeable about Client products and community standards, and serve as the expert to ensure awareness and understanding of Content Policy and Operational Guidelines, and reinforce associated changes to operations teams.
• Make well balanced decisions related to effectiveness metrics, and personally driven to be an effective advocate for our community by reinforcing process and policy changes to operations teams.
• Mentor new Quality & Policy Experts on the use of audit tools and systems
• Develop process documentation and aggregate feedback about the functionality of audit tools
• Identify, aggregate, prioritize and report on inefficiencies and error trends in process/systems/tools/policy through root cause analysis, and suggest solutions through action plans
• Recognize trends and patterns, and elevate issues regarding Client policy to the global team for mitigation
• Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
• Work closely with Quality Leaders to develop and support the planning and design of improvement initiatives.

Recommended Qualifications

• Passion for providing support to people with accuracy and empathy
• 2+ years' experience in a quality control environment
• Written and verbal language proficiency in English and at least one local language supported at the site (see Section 6.8).
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential
• Experience with Tableau/Power BI or other similar tools is a plus
• Exceptional attention to detail and nuance
• Preferred trust and safety experience
• Demonstrated ability to perform well in a highly dynamic, rapidly changing environment
• Strong critical thinking and problem-solving skill
• Ability to multitask and work independently in an unstructured environment