Content Moderator

7 days ago


Hyderabad, Telangana, India Tech Mahindra Full time

TECH MAHINDRA Hiring:

  • Job Summary: The BPO Quality Assurance (QA) Analyst ( Content Moderator ) is responsible for ensuring the quality and accuracy of customer interactions in a BPO setting.


This role involves monitoring and evaluating customer service agents' performance, ensuring adherence to company policies, and identifying areas for improvement to enhance customer satisfaction.

Key Responsibilities: 1.

Quality Monitoring:
Monitor videos calls, emails, chat interactions, and other communication channels for adherence to company standards.

Evaluate agents' performance based on pre-defined criteria, including accuracy, customer service, and communication skills.

2.

Feedback and Reporting:
Provide detailed feedback to customer service agents and supervisors regarding performance strengths and areas for improvement.

Generate reports summarizing evaluation results, trends, and quality metrics for management review.

3.

Training and Development:

Coordinates and facilitates call calibration/training sessions for vendor QA partners Assist in the development and implementation of training programs to address quality deficiencies and enhance overall service quality.

Conduct training sessions or workshops for new hires and existing employees to reinforce best practices and quality standards.

4.

Process Improvement:
Identify recurring issues and recommend process improvements to enhance efficiency and customer satisfaction.

Collaborate with various departments to implement and monitor quality improvement initiatives.

5.

Compliance:
Ensure compliance with company policies, industry regulations, and client-specific guidelines.

Stay updated with the latest industry trends, tools, and best practices in quality assurance.

6.

Customer Satisfaction:
Analyze customer feedback and complaints to identify patterns and areas for service enhancement.

Work closely with the customer service team to resolve issues and improve the overall customer experience.

Minimum Criteria - Bachelor's Degree or equivalent education To identify fakes and factual errors in videos and multimedia content.


Experience with ecommerce shopping across multiple platforms, understand live commerce and other online avenues of shopping At least 2 year experience with social media video content creation/moderation, or experience with social media content agencies Possesses understanding of video-based social media (Instagram Reels, You Tube Short Shorts, Chingari, Josh) Location- Hi-tech City Hyderabad Salary - 3-5 LPA ( As per the experience documents and CCTC ) Shift - Should be flexible for 24/7.


Preferred Criteria - Passionate about media, entertainment and internet trends Existing experience on YT, Tiktok others is valuable Ability to create and execute innovative ideas under tight timelines, ability to independently complete video content moderation for Trust & Safety, shopping, music and other YT products.

Skills ~ Strong analytical and problem-solving abilities.

Excellent verbal and written communication skills.

Proficiency in using QA tools and software.

Detail-oriented with a focus on accuracy.

Ability to work independently and as part of a team.

Interested candidates please share your updated CV to please mention ( QA Content Moderator ) in the subject line
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