Job Title:

Job Description

Experience the power of a game-changing career

Are you passionate about online safety, policy enforcement, and operational excellence? As a Quality Evaluator – Trust & Safety, you will play a critical role in ensuring the quality, accuracy, and consistency of content moderation and policy enforcement decisions. Working closely with Operations, Training, and Client teams, you will help drive continuous improvement and maintain the highest standards of user safety and platform integrity.

Essential Functions / Core Responsibilities

• Conduct quality evaluations and audits of content moderation decisions, policy enforcement actions, user reports, and escalation cases.
• Ensure adherence to client policies, community guidelines, quality frameworks, and operational procedures.
• Deliver accurate and timely quality feedback to Operations and relevant stakeholders.
• Participate in calibration sessions with Operations, Training, Quality, and Client teams to ensure scoring consistency and alignment on policy interpretation.
• Identify quality trends, knowledge gaps, policy inconsistencies, and operational risks, providing actionable recommendations for improvement.
• Support root cause analysis activities and contribute to the development of quality improvement initiatives.
• Partner with Operations and Training teams to improve moderator accuracy, decision-making consistency, and overall performance.
• Maintain a strong understanding of Trust & Safety policies, content moderation standards, and evolving platform risks.
• Assist in the creation, maintenance, and optimization of evaluation forms, quality frameworks, and process documentation.
• Analyze quality data and performance metrics to generate insights and support business objectives.
• Act as a subject matter expert on quality standards and policy application within the Trust & Safety environment.

Candidate Profile

• Bachelor's degree or equivalent work experience preferred.
• Previous experience in Trust & Safety, Content Moderation, Quality Assurance, Risk Operations, Compliance Operations, Fraud Prevention, Policy Enforcement, or a related field.
• Strong understanding of content moderation workflows and online safety operations.
• Experience performing quality evaluations, audits, calibrations, or coaching activities.
• Excellent analytical and problem-solving skills with strong attention to detail.
• Ability to interpret policies and apply judgment consistently across complex scenarios.
• Strong communication skills, both written and verbal.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Proficiency in Microsoft Office, particularly Excel and PowerPoint.
• Comfort working with sensitive, graphic, or potentially disturbing content where applicable.

Preferred Qualifications

• Experience in large-scale Trust & Safety or Content Moderation operations.
• Exposure to areas such as harmful content, misinformation, fraud, scams, platform abuse, child safety, account integrity, or policy enforcement.
• Experience supporting quality programs in a BPO or outsourcing environment.
• Knowledge of quality methodologies, root cause analysis, and continuous improvement practices.
• Previous stakeholder-facing experience and participation in client calibrations or business reviews.

Concentrix is an equal opportunity employer

We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.

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