Quality & Training Specialist

Responsibilities

The Video Safety Operations Team is responsible for the review and enforcement of policies on Video formats across AMS (excluding US), EMEA, and APAC regions. Our mission is to cultivate safe, trusted video environments and experiences that are necessary to inspire creativity and bring joy. The team's global operational scale also enables focus on other critical formats - Photo, Drama, Push, Hashtag, Effects, and additional coverage for the regulatory workflows for T&S Operations on DSA/OSA. The team is responsible for the end-to-end delivery of video safety, through upfront demand planning and resource forecasting, daily operational management, and operational excellence to ensure high quality, efficiency, and cost effective operations. Responsibilities - Quality Assurance & Auditing: Conduct regular analytical audits of human moderation, ensuring all processes comply with data protection and Trust & Safety standards while maintaining specific audit targets (e.g., Accuracy, RCA, and Appeal success rates). - Data Analysis & RCA: Perform deep-dives into recurring quality issues through Root Cause Analysis (RCA), spot error patterns, and translate data into actionable feedback for Operational Guidelines & Standards and Operations Teams to drive continuous process optimization. - Policy Interpretation & Curation: Act as an authority to provide expert judgment on complex, ambiguous, or high-risk cases under quality methodologies and processes (like KOM). Deeply interpret safety guidelines and validate "golden sets" (benchmark data) to guide enforcement accuracy. - Calibration & Collaboration: Lead calibration sessions to ensure consistency across different moderation teams. Partner with cross-functional stakeholders (BPO Partners, PPS, PS, and OGS teams) to simplify complex policy explanations and drive global quality goals. - Operational Oversight & Escalation: Manage and resolve unprecedented "edge cases" with speed and accuracy. Drive policy cascading to ensure new policies & operational guidelines updates are 100% communicated and implemented across all relevant internal and external partners. - Technical Reporting & AI Utilization: Leverage AI to improve performance and reduce manual, repetitive tasks. Utilize QA dashboards, RCA tools, and calibration platforms to prepare comprehensive weekly and monthly reports focusing on market accuracy, error trends, and policy gaps. - Training & Policy Cascade: Lead or support training rollouts for new policy changes and operational guideline updates, especially for BPO staff, ensuring changes are clearly understood, operationalized, and consistently applied. This is estimated to take up around 20% of total monthly output deliverables.

Qualifications

Minimum Qualifications - Quality Assurance Experience: Proven expertise in conducting analytical audits, tracking performance targets, and maintaining data integrity within a trust and safety, compliance, or high-volume operational environment. - Problem-Solving Skills and Ownership: Strong capability in conducting Root Cause Analysis (RCA), identifying trend patterns, and suggesting process optimizations that reduce error rates while maintaining high-speed moderation. High level of self-motivation with the ability to operate independently, demonstrate end-to-end ownership, and thrive in a fast-paced, ambiguous environment. - Policy Interpretation & Judgment: Deep understanding of content policies and SOPs, with the critical thinking skills required to make expert judgments on complex or high-risk escalation cases. - Cross-Functional Communication: Excellent stakeholder management skills with the ability to lead calibration sessions, deliver training, and partner with BPO and internal teams to align on global quality goals. - Technical & Reporting Proficiency: Fluency in data visualization, reporting, and utilizing QA/calibration tools. Ability to leverage Artificial Intelligence (AI) to streamline workflows and provide actionable feedback on system functionality. - Fluency in Japanese as the primary working language as this role will cover Japanese-speaking markets, with proficiency in English as an additional language requirement. Preferred Qualifications - Experience working in fast-paced, high-volume operational environments - Strong attention to detail with ability to follow structured frameworks and guidelines

Job Information