Operations Support - Mandarin

The Role

The responsibility of the Sr. SME, Operations is responsible for providing policy expertise, operational support, and guidance to moderation teams within a fast-paced BPO environment.

Duties and Responsibilities

• Serve as the primary point of contact for policy-related questions and escalations from moderators and Team Leaders.

• Review and resolve complex, sensitive, or high-risk moderation cases.

• Support quality improvement initiatives by identifying recurring moderation errors and policy gaps.

• Conduct case reviews and provide guidance to improve moderation accuracy and consistency.

• Work closely with Operations, QA, Training, and Policy teams to ensure alignment across functions.

• Escalate policy ambiguities or emerging risks to relevant stakeholders.

• Monitor daily operational trends and flag potential risks or process issues.

• Support Team Leaders in driving KPI achievement including quality, productivity, and SLA adherence.

Yêu cầu công việc

• Bachelor’s or Associate’s graduate with 1-2 years of working experience

• Ability to motivate teams and rally the group toward organizational goals.

• Excellent oral and written communication skills.

• Passion for learning and creative problem-solving.

• Strong knowledge of cultural context in the user countries supported.

• Good knowledge of language of the countries supported is an advantage.

• Flexible 24/7 environment

Quyền lợi

• Thưởng: KPI Performances