*For Pooling Purposes*
Overview: Seeking detail-oriented, performance driving Team Manager to support data annotation for a global technology platform. The role involves team handling, people management, driving KPI’s, reporting, presenting to clients, stakeholders and classifying datasets to support AI/ML models, abuse detection, and operational intelligence initiatives.
- Review, classify, and annotate data as per defined policies and quality standards.
- Support Spam, Phishing, and mail abuse detection initiatives.
- Work across multiple tools, dashboards, and workflows simultaneously.
- Identify anomalies, edge cases, and escalate trends when required.
- Lead and inspire the team, driving their success and supporting their growth and development, while prioritizing transparency and clear feedback mechanisms that enhance team morale and accountability.
- In collaboration with client SPOCs, maintain and improve processes to enhance content transparency and user trust, setting core standards, KPIs, and tools.
- Regularly review targets to ensure services comply with policies and procedures, with the team upholding impartiality, accuracy, and quality in all moderation activities.
- Stay informed on emerging trends, industry regulations, compliance standards, and content moderation best practices, such as neutral handling of sensitive topics, safeguarding user data, and minimizing false positives, to shape our approach to online safety.
- Oversee the process, optimizing workflows to ensure rapid and accurate identification of harmful, inappropriate, or policy-violating content while maintaining consistency and neutrality.
- Provide insights to improve processes, adjust policies, and enhance products, ensuring compliance with legal standards and clear, user-friendly guidelines that support fair content moderation.
- You have overall responsibility for employee wellbeing programs tailored to support moderators in handling sensitive or distressing content, digital transformation, and ad hoc initiatives as needed.
- Champion a trust-driven and inclusive work environment, fostering open communication and professional growth, and encouraging values of transparency, respect, and objectivity in all team interactions.
- Stay updated on policy changes, adapting quickly to new guidelines and escalation protocols.
- Meet or exceed quality targets for accuracy and consistency in moderation decisions, following defined KPIs.
- Adhere to all data privacy and security protocols in handling user data and maintaining confidentiality.
- Escalate complex or highly sensitive cases to clients & internal teams as required, following defined escalation procedures.
