Quality Assurance Officers in London

Purpose of Role

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. We are looking for a Moderation Quality Assurance Specialist role to analyse moderation quality performance, evaluating the delivery quality of BPO sites, provide in-depth RCA for critical issues as well as the implementation of effective action plans.

Content Review & Analysis

• Conduct comprehensive review and analysis of sellers, products, content and Intellectual Property Rights (IPR) to ensure compliance with platform policies.
• Perform daily quality assessments of moderation decisions across multiple content categories.
• Identify patterns and trends in content violations through systematic data analysis.
• Review and evaluate the accuracy of content moderation decisions made by BPO teams or machine moderation.

Quality Assurance & Process Improvement

• Help build quality assessment processes and conduct quality assessment work by ensuring and evaluating the delivery quality of the sellers, products, IPR, and contents reviewed.
• Participate in the development of quality inspection standards and continuously optimize the processes and platform.
• Conduct root cause data analysis and provide insights and key actions to improve processes.
• Develop and implement quality metrics and KPIs to measure moderation effectiveness.

Policy Enhancement & Compliance

• Enhance moderation policy and work closely with local operations and policy teams.
• Provide recommendations for policy updates based on content review findings.
• Ensure adherence to regional regulatory requirements and platform standards.
• Prepare detailed quality reports and analysis for management review.
• Conduct calibration sessions with BPO teams to ensure consistent application of moderation policies.

Root Cause Analysis & Action Planning

• Perform in-depth RCA (Root Cause Analysis) for critical moderation issues and provide detailed insights on quality gaps.
• Develop and implement effective action plans to address identified quality issues.
• Create case studies and learning materials based on quality analysis findings.

Qualifications

• Bachelor's degree or above.
• Minimum 3 years of hands-on and in-depth experience in e-commerce safety and quality analysis is a must.
• Proven experience in content moderation, quality assurance, or trust and safety operations.
• Fluency in English is a must. Knowledge in another European language is a plus.
• Excellent coordination skills and communication skills across multiple cross-functional teams to build plans and projects.
• Ability to digest large data sets/policies in a cohesive and actionable manner.
• Familiarity with office software such as Excel, Word, PowerPoint, etc.
• Strong analytical skills with experience in data analysis and reporting.
• Basic understanding of SQL or data visualization tools is a plus.

This is a 12-month temporary assignment managed by a third-party agency, who will be your employer. All contractual terms, including payroll and benefits, will be handled by a third-party agency.