Content QC Supervisor

The UGC (User Generated Content) Supervisor will lead a team of UGC moderators and ensure high-quality moderation of user-generated content across various platforms including Digikala, Digistyle, Pindo, Digikala Jet, and Magnet. The role requires developing and implementing new strategies to improve the effectiveness and efficiency of UGC, including automation, data analysis, and cross-functional collaboration with other teams to drive projects and initiatives related to UGC and user experience. The UGC Supervisor will also be responsible for monitoring and improving communication loops, which are aimed to firstly provide feedback and insights based on UGCs and secondly deploy possibly required actions.

Responsibilities:

• Lead and manage a team of UGC moderators and QC/Training specialists, providing coaching, training, and support to ensure high-quality moderation of user-generated content on various platforms.
• Monitor team performance metrics, providing regular updates to management on team performance, identifying areas for improvement and growth opportunities, and developing and delivering training programs.
• Develop and implement new strategies and processes to improve the effectiveness and efficiency of UGC moderation, staying up-to-date with industry trends and best practices in content moderation, and utilizing automation, data analysis, and cross-functional collaboration.
• Ensure compliance with company policies and guidelines (CX and PR approaches), as well as legal and ethical standards related to UGC moderation.
• Evaluate the potential of technologies like AI and automation especially in developing operational tasks of moderation, and make recommendations for their implementation.
• Collaborate with other teams, including the above-mentioned ventures to drive cross-functional projects and related initiatives.
• Provide recommendations for improving UGC moderation guidelines and processes based on data-driven analysis and feedback from team members and stakeholders.
• Stay up-to-date with emerging technologies and trends in UGC moderation, identifying opportunities for innovation and improvement.
• Build and maintain relationships with key stakeholders to ensure a positive user experience and support business objectives.
• Define communication loops with other teams to provide feedback and insights based on UGC analysis.

 
Job Requirements:

• Bachelor's degree in a relevant field, such as Communications, Marketing, or Digital Media.
• Proven experience in community management, social media management, or digital content moderation preferably in a leadership role.
• Strong understanding of UGC promotion and moderation best practices, legal requirements, and industry trends.
• Familiarity or experience with technologies such as AI and automation, and their potential applications in UGC moderation.
• Excellent communication skills, including the ability to communicate complex issues and solutions to a diverse audience.
• Strong analytical skills, with the ability to analyze data and draw insights to improve UGC effectiveness and efficiency.
• Proven track record of successfully managing a team, coaching and developing team members, and delivering results.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities and requirements.
• Passion for customer experience and commitment to quality and accuracy in UGC moderation.
• Understanding the importance and impact of UGC in driving engagement, trust, and sales, particularly in the context of Digikala's unique position as a market leader in user-generated content in Iran.