Quality Analyst - Mandarin/Cantonese

Overview

We are looking for an experienced Quality Analyst to support a Content Moderation project in Bangkok, Thailand. The successful candidate will be responsible for monitoring and evaluating the quality of content moderation processes, identifying quality gaps, and providing actionable feedback to improve accuracy, consistency, and compliance with project standards.

Candidates must have previous Quality Analyst experience supporting a Content Moderation project within a BPO environment.

Qualifications

• Minimum B1–B2 level of English proficiency.
• Minimum C1 level in Traditional Chinese or Cantonese.
• Able to speak, read, and write Mandarin or Cantonese to support the required market.
• Bachelor's degree in any field.
• Minimum 2 years of full-time work experience for expatriate candidates.
• Candidates with qualifications below a bachelor's degree must have at least 5 years of full-time work experience.
• Previous Quality Analyst experience in a Content Moderation project within a BPO is mandatory.
• Strong understanding of quality assurance principles and quality evaluation processes.
• Good analytical and problem-solving skills.
• Strong attention to detail and ability to identify inconsistencies or policy violations.
• Ability to work independently while collaborating effectively with cross-functional teams.

Responsibilities

• Conduct regular quality audits of content moderation cases and interactions based on established quality standards and guidelines.
• Evaluate moderator performance for accuracy, policy adherence, consistency, and overall quality.
• Identify quality trends, recurring errors, and areas for improvement.
• Provide clear and constructive feedback to Content Moderation teams.
• Work closely with Operations, Training, and Team Leaders to address quality gaps and improve performance.
• Maintain accurate quality evaluation records and prepare regular quality reports.
• Participate in calibration sessions to ensure consistency in quality assessments.
• Support root-cause analysis and recommend corrective and preventive actions.
• Identify potential policy, process, or workflow issues and escalate them through the appropriate channels.
• Stay updated on project policies, moderation guidelines, and changes in quality requirements.
• Ensure all work is handled in accordance with company policies, client requirements, and data privacy standards