Concentrix Service Vietnam ★ 3.5

Location: Quality Tech Solution Complex – QTSC

Working Time: 5 days/week

Language Proficiency: English (B2 level)

Key Responsibilities

The responsibility of the team leader is to ensure that organizational metrics and goals are met by rallying and motivating a team of up to 20 team members.

Quality Management

• Supervise and manage daily activities of the Quality (QA) team supporting Content Moderation operations.

• Ensure moderation decisions align with platform policies, guidelines, and regulatory standards.

• Monitor quality scores, accuracy rates, and error trends across moderation teams.

• Conduct regular audits, deep dives, and root cause analysis on quality defects.

Coaching & Performance Improvement

• Provide structured feedback, coaching, and action plans for moderators and QA analysts.

• Partner with Operations Supervisors to address performance gaps and drive quality improvement.

• Support remediation plans for low-performing agents or teams.

Calibration & Policy Alignment

• Lead and participate in internal and cross-functional calibration sessions.

• Ensure consistent interpretation and application of content policies across teams.

• Flag policy ambiguities, edge cases, and emerging risks to Policy or Client stakeholders.

Reporting & Analytics

• Prepare and present quality reports, dashboards, and insights to management.

• Track KPIs such as accuracy, false positives/negatives, SLA adherence, and appeal outcomes.

• Identify trends related to content types, regions, or policy changes.

Stakeholder Collaboration

• Work closely with Operations, Training, Policy, and Client teams to align quality standards.

• Provide inputs for training materials, refresher sessions, and policy updates.

• Support audits, client reviews, and compliance checks when required.

Qualifications

• Bachelor’s degree or equivalent work experience

• 2–4+ years of experience in Content Moderation, Trust & Safety, or Quality Assurance

• At least 1–2 years in a supervisory or lead role (preferred)

• Strong understanding of content moderation policies and workflows

Benefits

• Competitive salary and performance-based bonus.

• 13th-month salary, 100% salary during probation + 14 annual leave days

• Full social, health, and Aon health insurance

• Lunch and parking support

• Clear career path and growth opportunities in a professional, dynamic environment

• Opportunity to work with top industry experts and talented colleagues

• Transparent, trustworthy, and inspiring workplace culture

• Participation in engagement and well-being activities: company events, Happy Day, best sales awards, etc