Evaluation and Investigation Quality Assurance Analyst - Evaluation and Investigation - Thailand

Responsibilities

About the Team
The Search Operations team aims to improve search user experience, contribute significant DAU impact to the products and drive for increase in traffic and GMV.

The evaluation and investigation team, working closely with the search team, taking the evaluation standards as the baseline and principles, and manually evaluating the search query and the corresponding search results page to reflect the real user experience of the search function.

The team is committed to providing search and evaluation services for international products, with resource support provided by different countries around the world, and global members conduct evaluations according to unified guidelines. The evaluation scope covers multiple search sections, such as basic search experience, recommended search, search advertising, and search security. As a bridge for business communication domestically and abroad, the team is responsible for key nodes such as standard writing, training Q&A, report output, and human efficiency management to effectively promote the execution and implementation of projects.

It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.
This may occur in the form of images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.

Responsibilities
Operation & Data Management
- You will perform daily operational tasks including quality inspection, policy and process optimization, queue assignment and handling escalations of the labelling project.
- You will work closely with respective project stakeholders and vendors to stay up to date with policy developments and provide feedback on implementation and execution.
- You will be performing daily audit on internal system and provide analysis of errors and feedback to respective teams (R&D & Product Manager).
- You will be monitoring the quality scored of agents and run root cause analysis to the management team.
- You will be monitoring project data, record daily output and quality scores, prepare data analysis/report of projects as well as validate reports and data provided to stakeholders/partners.
Training Management
- You will be localizing the policy guidelines designing training schedule, coordinate and liaise with key stakeholders including BPO to ensure that all labellers successfully go-live within the targeted time frame.
- You will deliver process/product/policy training in classroom and/or virtually to new joiners.
- You will be involve in setting up product knowledge test, share result analysis and work with key stakeholders to improve the product knowledge of team.

Qualifications

Minimum Qualifications
1. Bachelor and above degree. Excellent skills in Thai and English as a working language to communicate with stakeholders who are based in English-speaking and Thai-speaking markets.
2. Strong ability to learn and understand.
3. Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
4. Your resilience and commitment to self-care to manage the emotional demands of the role.

Preferred Qualifications
- Familiarity with search engines and algorithms of any social media platform would be a plus point.
- You have good attention to detail and you are comfortable using data analysis to identify trends.
- Comfortable with and understand that the job requires reviewing internet content that may be deemed inappropriate and / or contain explicit materials
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.