Overview
Content Moderator Sub Lead – Listing & Content, MY Marketplace Jobs in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia at Shopee
Title: Content Moderator Sub Lead – Listing & Content, MY Marketplace
Company: Shopee
Location: Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Job Description
Monitor the platform to ensure the quality and the legitimacy of the listings, particularly in tackling Prohibited Listings on the platform
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 & reports to present to the management
Elevate and escalate 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
Manages a team of in-house and vendor agents to operationalize listings-related tasks
Oversee, mentor, and develop Listing QC team to enhance productivity and maintain high quality, promoting outstanding user experiences.
Works 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
Minimum 3 years of working experience in leading a content moderation operations team, planning, or strategy role, experience in the e-commerce industry is advantageous
Strong sense of ownership on given tasks
Ability to create and manipulate spreadsheets with advanced formula application and database software (Advanced Excel and Google Sheets) experience required
Ability to develop and present project proposals to the management team
Excellent English language verbal and written communication and interpersonal skills
Strong leadership and stakeholder management skills
Demonstrates complex problem-solving skills
Strong organizational skills and attention to detail
Able to deliver quality work under tight deadline
Good communication skills, able to abstract problems and find solutions proactively
