Team Leader (Trust & Safety) - Oeiras [241-001229-1]

You will be responsible for training Content Moderators whose role is analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual and you may be exposed to flashing lights or contrasting light and dark patterns.

Key Duties and Responsibilities:

• Performing quality audits
•Root cause analysis of the errors (audits and collections)
•Performing collections (for NJs and low performers)
•Coaching and mentoring of the Ops analysts (based on errors: in audits and collections, disputes, on the floor shadowings etc.)
•Quality-related calls (AofA, potential markets’ calls etc.)
•Taking part in Ops team huddles (as per business needs)
•Generating and implementing ideas for improvement of the market’s quality (standard and out-of-the-box)
•Subject matter expert in chosen policy/workflow
•Deliver process/product/policy training in classroom/online environment.
•Develop and assess training needs of the team to bridge any process/policy gaps for better performance and understanding about the policy.
•Work with operations team to achieve top performance, including group coaching, bottom performers identification and training.


• Minimum of 6 months experience in T&S in specific workflow and worked in it for the last 6 months OR minimum of 6 months experience in T&S as QA in any workflow
• Flexibility to work in rotating shifts, including night shift
• Excellent Quality and Utilization metrics
• Good level of English – verbal and written communication
• Intermediate knowledge of MS Excel/Google Sheets
• Excellent oral and written communication skills
• Excellent knowledge of language and cultural context in the countries supported
• Ability to motivate analysts and maintain teams’ business focus
• Attitude (aligned with 6 Core Values)
• Language expertise
• Personal own will to engage and grow doing other tasks

• Conditions: 23k€ (x14 months)
• Meal Allowance (7,63€/day)
• Health Insurance
• Telecommunications
• Flexible Benefits Bonus (47,92€/month, meaning 575€/year for a complete worked year) to be used in employee benefits such as public transportation pass, office and electronical equipments, acquire the health insurance premium version
• Amoreiras

Partilhar oferta