Responsibilities

Subject Matter Expertise & Policy

• Serve as the domain authority on online gaming environments including player behavior, in-game communication, community norms, and UGC (User Generated Content).
• Interpret and enforce content moderation policies, trust & safety standards, and platform-specific rules across diverse gaming titles.
• Provide insights and feedback to client teams on policy evolution, edge cases, and gray areas.

Gaming Process Management

• Map moderation workflow types (chat, images, videos, audio, in-game behavior) and build expertise across support models (voice/non-voice, multilingual, technical support).
• Drive a proactive moderation strategy minimizing toxicity, hate speech, harassment, and other player behavior violations.

• Establish a robust performance management framework with measurable improvement metrics like variation reduction, quartile movement, and compliance scores.
• Conduct coaching, refresher sessions, and calibrations to ensure alignment to evolving client expectations.

Client & Stakeholder Management

• Act as the primary SME liaison for client discussions, weekly governance, and issue resolution.
• Partners with internal teams (training, quality, WFM, automation) to design scalable solutions and productivity enhancements.
• Lead strategic discussions on volume trends, emerging player risks, and long-term safety initiatives.

Innovation & Analytics

• Leverage data to identify trends in abuse patterns, escalation hotspots, and policy enforcement gaps.
• Recommend and pilot AI moderation tools, auto-flagging mechanisms, and process automation initiatives.
• Stay ahead of industry trends eSports, new platforms (VR/AR), and evolving gaming cultures.