Company Description:
About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description:
*For Pooling Purposes*
Overview: Seeking detail-oriented, performance driving Team Manager to support data annotation for a global technology platform. The role involves team handling, people management, driving KPI’s, reporting, presenting to clients, stakeholders and classifying datasets to support AI/ML models, abuse detection, and operational intelligence initiatives.
- Review, classify, and annotate data as per defined policies and quality standards.
- Support Spam, Phishing, and mail abuse detection initiatives.
- Work across multiple tools, dashboards, and workflows simultaneously.
- Identify anomalies, edge cases, and escalate trends when required.
- Lead and inspire the team, driving their success and supporting their growth and development, while prioritizing transparency and clear feedback mechanisms that enhance team morale and accountability.
- In collaboration with client SPOCs, maintain and improve processes to enhance content transparency and user trust, setting core standards, KPIs, and tools.
- Regularly review targets to ensure services comply with policies and procedures, with the team upholding impartiality, accuracy, and quality in all moderation activities.
- Stay informed on emerging trends, industry regulations, compliance standards, and content moderation best practices, such as neutral handling of sensitive topics, safeguarding user data, and minimizing false positives, to shape our approach to online safety.
- Oversee the process, optimizing workflows to ensure rapid and accurate identification of harmful, inappropriate, or policy-violating content while maintaining consistency and neutrality.
- Provide insights to improve processes, adjust policies, and enhance products, ensuring compliance with legal standards and clear, user-friendly guidelines that support fair content moderation.
- You have overall responsibility for employee wellbeing programs tailored to support moderators in handling sensitive or distressing content, digital transformation, and ad hoc initiatives as needed.
- Champion a trust-driven and inclusive work environment, fostering open communication and professional growth, and encouraging values of transparency, respect, and objectivity in all team interactions.
- Stay updated on policy changes, adapting quickly to new guidelines and escalation protocols.
- Meet or exceed quality targets for accuracy and consistency in moderation decisions, following defined KPIs.
- Adhere to all data privacy and security protocols in handling user data and maintaining confidentiality.
- Escalate complex or highly sensitive cases to clients & internal teams as required, following defined escalation procedures.
Qualifications:
Required Qualifications:
- Bachelor’s degree (preferred).
- Minimum 2-3 years of experience across service delivery for Data Annotation and Content Moderation. Exposure to dealing with review platforms would be an added advantage.
- Minimum 1+ years of experience as a Team Manager.
- Familiarity with content management systems and moderation tools.
- Experience in handling escalations, appeals, and community disputes related to UGC and platform policies.
- Understanding of CoMo Technology Features and Functionalities is a must.
Required Skills:
- Strong Command of English. Excellent verbal and written communication skills, particularly in policy documentation, training materials, and stakeholder reports.
- Strong Comprehension & Adherence to Guidelines: Ability to fully understand context and intent of user-generated content, apply campaign guidelines (including content, integrity, and location data), and investigate misuse.
- Exceptional Attention to Detail: Crucial for reviewing diverse content, user-generated content, investigating, and reviewing location data.
- Critical Thinking & Judgment: Essential for making informed decisions (approval, rejection, escalation, content, user complaints, content integrity, data accuracy, and compliance).
- Effective Communication: Proficient in template-based user/owner communication, user responses, internal escalation, and support ticket responses.
- Technical Aptitude: Ability to effectively use moderation tools, forum tools, support systems, investigation tools, and internal tools (e.g., for merging listings).
- Familiarity with Social Media Platforms: Experience with platforms like Facebook, Twitter, etc.
- Research & Verification Skills: For conducting investigations, internet research, geographical data, and utilizing map skills.
- Global Curiosity: An interest in different cultures and slang terms.
- Proficient Typing Skills.
- Adaptability & Learning Agility: Ability to adapt to evolving guidelines.
- Data Entry Accuracy.
- Strong understanding of online safety risks, digital trust challenges, and regulatory considerations.
- Proficiency with moderation tools, AI-assisted content review platforms, and reporting dashboards.
- Strong cross-functional collaboration skills to work with policy, legal, engineering, and community management teams.
- Flexibility:
- Work From Office Only
- 24*7 working environment
- Rotational Week-Off's
- Rotational Night Shifts
Additional Information:
All your information will be kept confidential according to EEO guidelines.
