The posting
About the team 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 Digital Services Act/Online Safety Act. 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. This role requires commitment to work shifts, weekends, and public holidays as operational needs demand.
We are looking for talented individuals to join our team. As a graduate, you will get opportunities to pursue bold ideas, tackle complex challenges, and unlock limitless growth. Successful candidates must be able to commit to an onboarding date by the end of the year. Please state your availability and graduation date clearly in your resume. Candidates can apply to a maximum of two positions and will be considered for jobs in the order you apply. The application limit is applicable to our Company and its affiliates' jobs globally. Applications will be reviewed on a rolling basis - we encourage you to apply early.
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 Knowledge of the Masses). - Calibration & Collaboration: Lead calibration sessions to ensure consistency across different moderation teams. Partner with cross-functional stakeholders 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.
Minimum Qualification(s) - Education: Bachelor’s degree in Business, Operations, or related field. - Analytical & Problem-Solving Skills: Strong capability in conducting Root Cause Analysis (RCA), identifying trend patterns, and suggesting process optimizations that reduce error rates while maintaining high-speed moderation. - Policy Interpretation & Judgment: Good 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: Good 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. - Training & Facilitation Capability: Experience delivering training, policy briefings, or knowledge transfer sessions, ideally in support of policy updates, process changes, or frontline operational teams. Ability to translate complex policy language into clear, practical guidance for BPO staff.
Preferred Qualification(s) - 1+ year of experience in conducting analytical audits, tracking performance targets, and maintaining data integrity within a trust and safety, compliance, or high-volume operational environment (internship experience included). - Experience working in fast-paced, high-volume operational environments - Past internships in high-growth tech or platform-based environments. - Strong attention to detail with ability to follow structured frameworks and guidelines - Exposure to cross-functional/cross-regional collaboration.
