ALABANG | Content Review I (CSR I)

Department:    Operations                                                      Reporting to:                        Operations Supervisor

Compensation Band/Level:     CSR

Company Summary:

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 63,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary:

Content Reviewers/Moderators are responsible for the day to day management of Application or Internet content, ensuring a quality experience is provided to millions of application or internet users.  Reviewers have the opportunity to make a significant and direct impact on the quality of social media and advertising products.  Work includes screening and monitoring social media sites or applications for abusive, violent, maliciously false or other inappropriate content ensuring a safe experience for users and communities.  Content Reviewers are responsible for optimal quality and productivity levels by making decisions regarding the content based on guidelines and policies. Work may also include backend processes to include the processing of global user feedback of the platform and replying to users in accordance with established policies. Requires energetic professional with some technical aptitude and strong attention to detail. Experience in social media and advertising and in dealing with online website navigation is required.

Overall Responsibilities:

• Responsible for evaluating advertising content in conjunction with policy.
• Visually navigate and review images and text-based content through internally developed applications or client tools as appropriate. 
• Participate in meetings to discuss findings and ongoing recommendations.
• Use internally developed applications to generate quality reports if required.
• Maintain high quality deliverables in daily workflow.
• Examine content which may include ad units, applications or web pages and record findings and opinions using web-based tools and workflow systems.
• Processes global user feedback in accordance with established procedures.
• Reply to users in accordance with client guidelines.   May included managing seller inquiries through communication channels (email, chat, social media) to solve issues faced in various markets
• Label areas and add remarks as per the process
• Prepare feedback reports using available tools
• Maintain high quality deliverables in daily workflow
• Provide first level troubleshooting and resolution of issues Take ownership of escalations as required and follow through to resolution.  Further escalate as appropriate.
• For Ecommerce accounts:  Engage sellers to establish long term relationships
• Work with engineering and linguistics to help improve the quality of next generation web services as required.
• Work with exceptional attention to detail and deliver optimal quality and productivity levels through data analysis.

Job Requirements:

• High School Diploma required
• Understanding and cultural sensitivity of language/culture supported (minimum 6 years in country)
• Resiliency:  Ability to view content that may be offensive, strong or abhorrent, with understanding.
• Fluency in written and spoken English or language required by the project
• Proven ability to deliver highest quality results while paying strict attention to detail.
• Analytical, a quick learner, and have a penchant for providing a better experience for Internet users.
• Ability to work in a fast-paced environment with high volume and complex demands.
• Strong team player that can remain positive during challenging assignments and balance priorities when necessary.
• Have a strong desire to learn continually and grow professionally.
• Personal experience using internet websites and internet social communication tools.
• If required by project: Strong knowledge of national and international political, historical and social news and figures in the media.
• Comfortable with and understand that the job requires reviewing internet content that may be deemed inappropriate and/or contain explicit material.
• Strong work ethic and ability to work with minimal supervision.

Physical Demands & Work Environment: 

While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.

Standard General Security Roles and Responsibilities          

• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
• Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedure

• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.

• Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.

General sign off:

This description has been prepared to assist in evaluating various classes of responsibilities, skills, and working conditions.  It indicates the kinds of tasks and levels of work difficulty required of positions given this classification.  It is not intended as a complete list of specific duties and responsibilities.  Nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under supervision.  Nothing contained herein is intended or shall be construed to create or constitute a contract of employment between any employee or group of employees and the Company.  The Company retains and reserves any and all rights to change, modify, amend, add to or delete from any section of this document as it deems, in its judgment, to be proper.  I have read and understand the requirements of this job description and I am able to meet the requirements as listed above with or without reasonable accommodations

Employee Name & Signature                                                     Date