Safety Model Operations Quality Assurance - SMO - Tokyo

s for themselves and our team.

They must also be willing and able to take ownership of this role, identify and suggest process improvements, and help to develop a best practice methodology for the QA role.

What will I be doing:

• Work both independently, and in collaboration with stakeholders, to deliver high performance standards across all relevant projects, and develop a best practice model for maintaining high performance on those projects.
• Facilitate regular calibration meetings with stakeholders to maintain knowledge & quality standards, and provide feedback on implementation and execution.
• Work closely with the Policy POC to disseminate policy updates and knowledge to your teams, and facilitate efficient & timely communication of policy questions between all internal & external stakeholders.
• Perform daily audits and provide analysis of errors and feedback to respective teams.
• Compile & deliver regular performance data reports to SME & management teams as required.
• Conduct regular RCA escalations through the relevant process.
• Identify and assess areas for performance improvement across relevant markets, and be solution driven and proactive in delivering these solutions.
• Participate in or lead policy briefings to ensure any changes are consistent and in line with political conditions.
• Balance efficient delivery of tasks in each queue through relevant platforms such as TCS or Rock Appeal.
• Be able & willing to support or backfill temporary gaps in market support.
• Be able to support the internal onboarding team to further develop onboarding training SOPs & materials, as well as ongoing legacy planning.
• Perform regular queue moderation, or participate in knowledge quizzes when required, to maintain policy implementation skills.
• Design/help to design a training plan and implement it according to the timeline.

Please note that this position involves exposure to sensitive content, including but not limited to vulgar content, violence, pornography, and fake news.

Qualifications

Minimum Qualifications

• Fluent in Japanese is required as the role requires communication with the Japan market; fluent in English is also required as it is the working language.
• A fast learner who has the ability to embrace a fast-paced working environment.

Preferred Qualifications

• Experience in Content Moderation / Content Quality / Content Safety / Labeling / Annotation will be an added advantage.
• Demonstrate a broad understanding of our business needs, strategic thinking skills and ability to make good decisions in complex situations.
• Familiar with the business logic of labeling and working mode of the upstream and downstream teams.
• Comfortable reporting to, or collaborating with, a broad range of XFN partners.
• Presentation skills, cross-cultural communication and interpersonal skills.