Senior Content Moderator (Mandarin Speaker) - Listing & Content, MY Marketplace

Senior Content Moderator (Mandarin Speaker) - Listing & Content, MY Marketplace

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Description

• Monitor the platform to ensure the quality and legitimacy of the listings, tackling prohibited listings.
• Be responsible for monitoring and reporting on agent performance in terms of accuracy and consistency.
• Identify the parameters to track performance and create monitoring criteria as well as tracking dashboards and reports to present to the management.
• Elevate and escape red flags to management from a duty-of-care perspective.
• Work with cross-functional teams to execute listing-related inquiries.
• Respond to emergencies such as government escalation, social media breaches, etc. Identify issues and take preventive action.
• Manage a team of in-house and vendor agents to operationalize listings-related tasks.
• Oversee, mentor, and develop the Listing QC team to enhance productivity and maintain high quality, promoting outstanding user experiences.
• Work closely with the quality assurance team to conduct agent performance evaluations and provide coaching and guidance for subordinates.
• Identify operational gaps, express concerns, collaborate with the manager and relevant teams to actively improve processes, implement solutions, and contribute to performance improvement projects for an excellent user experience.

Requirements

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