Content Moderator – Process Associate – German – Hybrid Bucharest

at  Genpact

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Content Moderator – Process Associate – German – Hybrid Bucharest!
In this role, a senior Moderator/ SME will be responsible for responding to moderator policy questions /clarifications, player communications (appeals), specialty moderation work, standard moderation work along with floor support and driving performance improvement for assigned set of moderators

Responsibilities

• Providing real time support / coaching / feedback to the assigned set of moderators by following the policies, processes, and guidelines and provide decision based on prescribed guidelines
• Handling escalation / level 2 / appeals cases
• Should be the subject matter expert of the process, product, policy and help drive the performance of the team
• Review and investigate 3D, visual, graphic, audio, and text content for violation of policies and guidelines. (For example – slurs, cuss words, adult content, etc.)
• The role also involves moderating content of Egregious nature
• Recognize trends and patterns and raise issues timely
• Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our client’s community of gamers
• Accountable for performance standards (Efficiency, Quality) in a weekly manner
• Contribute towards Insight generation / Value add for the business
• Working parallelly with the client POCs regarding the product, process, policy
• Partner with team leader for the Root cause analysis exercises and take ownership of the performance improvement as per assigned action plan

Qualifications we seek in you!

Minimum Qualifications

• Any graduate
• Relevant experience in content moderation / Trust and Safety experience
• Interest in playing PC games and acumen towards gaming terminologies & Industry
• Minimum C1 proficiency in English and B2 in German
• If selected for bilingual language proficiency in the selected native language
• Must be able to work on a flexible schedule (including weekends)
• Basic PC skills (Internet navigation, Microsoft Excel, Word, PowerPoint)
• Should be tech savvy
• Comfortable with dealing with routine work quickly and at a high standard

Preferred Qualifications/ Skills

• Experience in playing PC Games (PUBG/BGMI, Fortnite, COD Etc.)
• Tech Savvy
• Culturally aware of the regional trends
• Must be detail oriented, well organized and a self-starter

What can we offer?

• Attractive salary;
• Stable job offers - employment contract
• Work in a multicultural and diverse environment with employees from over 30 countries
• Genpact supports professional trainings and great career development opportunities
• Free access to our award-winning learning platform
• Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a ‘starter kit,’ paying to apply, or purchasing equipment or training.
JobProcess Associate
Primary LocationRomania-Bucharest
ScheduleFull-time
Education LevelBachelor’s / Graduation / Equivalent
Job PostingOct 16, 2024, 11:25:57 PM
Unposting DateOngoing
Master Skills ListOperations
Job CategoryFull Tim

• Providing real time support / coaching / feedback to the assigned set of moderators by following the policies, processes, and guidelines and provide decision based on prescribed guidelines
• Handling escalation / level 2 / appeals cases
• Should be the subject matter expert of the process, product, policy and help drive the performance of the team
• Review and investigate 3D, visual, graphic, audio, and text content for violation of policies and guidelines. (For example – slurs, cuss words, adult content, etc.)
• The role also involves moderating content of Egregious nature
• Recognize trends and patterns and raise issues timely
• Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our client’s community of gamers
• Accountable for performance standards (Efficiency, Quality) in a weekly manner
• Contribute towards Insight generation / Value add for the business
• Working parallelly with the client POCs regarding the product, process, policy
• Partner with team leader for the Root cause analysis exercises and take ownership of the performance improvement as per assigned action pla