Transcosmos Malaysia Hiring! Full Time Quality Assurance (Content Moderation) in Federal Territory, Earn up to MYR 4,000 - Ricebowl

As the Quality Analyst – Content Moderation, you will serve as the Subject Matter Expert (SME) for the assigned content moderation project, ensuring moderation decisions are accurate, consistent, and aligned with client policies, community guidelines, and operational procedures. You will be responsible for monitoring moderator performance, identifying quality gaps, conducting coaching and calibration sessions, and driving continuous improvement initiatives to enhance overall moderation quality and compliance.

Key Responsibilities

• Conduct quality audits on content moderation cases across various content types (text, image, video, audio, and live-streaming content).
• Evaluate moderator decisions against client policies, community standards, and internal quality guidelines.
• Provide accurate and constructive feedback to Content Moderators and Team Leaders.
• Identify trends, recurring errors, and knowledge gaps through quality analysis.
• Collaborate with Operations, Training, and Policy teams to improve moderation accuracy and consistency.
• Participate in calibration sessions with internal stakeholders and clients to ensure alignment on moderation standards.
• Generate quality reports, performance dashboards, and actionable insights.
• Support root cause analysis (RCA) for quality issues and recommend improvement plans.
• Monitor quality metrics and ensure operational targets are achieved.
• Assist in developing quality frameworks, audit guidelines, and process documentation.
• Stay updated on policy changes and ensure timely implementation within the team.

Requirements

• Bachelor's Degree in any field or equivalent work experience.
• Minimum 1–2 years of experience in Quality Assurance, Quality Analyst, Content Moderation, Trust & Safety, or Customer Service Quality.
• Strong understanding of content moderation processes and online community guidelines.
• Experience auditing content moderation decisions is preferred.
• Excellent analytical and problem-solving skills.
• Strong written and verbal communication skills in English.
• Proficient in Microsoft Excel, Google Sheets, and reporting tools.
• Ability to work in a fast-paced and dynamic environment.
• Comfortable handling sensitive, graphic, or potentially disturbing content.
• Ability to maintain confidentiality and professionalism at all times.

Preferred Qualifications

• Experience in Trust & Safety operations.
• Experience conducting calibration sessions and coaching moderators.
• Familiarity with quality methodologies and performance management frameworks.
• Experience working with global clients and multicultural teams.

Key Performance Indicators (KPIs)

• Quality Audit Accuracy
• Calibration Alignment Score
• Feedback Timeliness
• Error Detection Rate
• Quality Improvement Impact
• Policy Compliance Rate
• Stakeholder Satisfaction

Why Join Us?

• Opportunity to work with a global content moderation operation.
• Career growth within Trust & Safety and Quality functions.
• Exposure to policy development and operational excellence initiatives.
• Collaborative and dynamic working environment.

Be the voice of quality and help create a safer online community through accurate and effective content moderation practices.

Pay: RM3,500.00 - RM4,000.00 per month

Benefits:

• Dental insurance
• Flexible schedule
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development

Work Location: In person