Evergreen Requisition: Content Moderator at Sama

About The Job

As a Content Moderator, you will be instrumental in keeping our online world engaging, appropriate, and safe. You will apply content policy to digital content and execute handling procedures with consistency. The best candidates are able to enforce the client’s terms of use by carefully monitoring reports of abuse on the site. You will also adhere to security measures, confidentiality, and other project requirements in any way related to your work. In the content moderator role, you will be working on a computer each day reviewing content such as videos, news stories, still pictures, political ads, and social media profiles. You will then score this content on areas such as age-appropriateness, level of violence, sexual content, and political transparency. In order to properly identify all of these items, you will be trained on how to enforce the client’s policies, and then use these policies to support the overall business. You will be given daily time to participate in wellness activities such as on-site wellness programs and team development exercises.

Key Responsibilities

• Assist our community and help resolve inquiries empathetically, accurately and on time.
• Become and remain knowledgeable about the clients’ products and community standards.
• Make well balanced and personally driven decisions to be an effective advocate for our community.
• Display a strong bias to doing what’s right for our community in supporting the clients’ mission.
• Investigate and resolve issues that are reported about the clients’ products.
• Respond to user inquiries with high quality, speed, empathy and accuracy.
• Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users.
• Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the clients’ site.
• Enforce the clients’ Terms of Use by carefully monitoring reports of abuse on the site.
• Review the reported content within agreed turnaround times and standards of quality.
• Identify inefficiencies in workflows and suggest solutions.
• Recognize trends and patterns, and escalate issues outside the company policy to the global team.

Minimum Qualifications

• Successful completion of Kenya Certificate of Secondary Education (KCSE) or equivalent.
• Minimum 1 year prior Operations experience in a shared services, Business Process Outsourcing environment or comparable service/process management environment.
• High affinity and cultural awareness of political/social situations regarding the relevant market/region that will be supported by each ‘representative’

Preferred Qualifications

• Minimum language test score to be achieved in English language test.
• Minimum score to be achieved in Vendor reasoning/analytical test.
• Working knowledge of MS Office applications, quick learner and able to decipher complex information
• Fluent in written and verbal English and Afrikaans.
• Strong interpersonal skills, verbal and written communication skills and most importantly empathy.
• Excellent web research skills.
• Ability to communicate effectively with people from diverse backgrounds and cultures.
• Must be a good team player

Our Culture

Samasource is quite unique. We are a technology company with a social mission. People that thrive in a high growth environment, love working on the bleeding edge of technology, and really care about having a positive impact on the world are a great fit for the Samasource culture. Our core values are grit, integrity, humanity, and GTD (Get Things Done).

At Samasource, we pride ourselves in being a diverse and equal opportunity employer.