Trust and Safety Analyst - Indonesian

You should have an interest in protecting and improving user experience of online application and services. You should be willing to develop a critical understanding of the abuse and policy issues and be comfortable reviewing a large volume of apps to help us keep our store policy compliant. Role Details: • Assess the quality of analysts on the project. • Meet volume and quality targets for all quality assurance audits. • Develop and maintain knowledge of client and their business needs processes. • Develop and maintain an understanding of client Service Level Agreements and the department's key performance requirements. • Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on-the-job and classroom training. • Take accountability for effectively handling escalations. • Identify root causes for business-related issues and recommend solutions to improve overall client satisfaction. • Assist with monitoring and tracking incidents to ensure timely resolution. • Deliver individual and group feedback, provide coaching sessions, motivating and encouraging analysts to improve performance. Qualifications Basic Qualifications/Skills Needed: • Bachelor's Degree in any discipline from a recognized institution. • At least 1 – 2 years of experience in evaluating the quality of business process outsourcing, customer service, or content moderation • Excellent comprehension of communication and written English and Indonesian language skills including their dialects • Candidates are required to pass both Indonesian and English assessment test • Familiarity with Internet technologies and related policy and regulatory environments in Indonesia. • Have spent 5 of the last 10 years in Indonesia where the language of work is spoken. • Demonstrate cultural awareness of the language and market in Indonesia • Proven commitment to quality in work. • Strong attention to detail. • Ability to explain information and concepts clearly and succinctly for others to easily understand. • Ability to read and interpret policy process maps accurately. • Proactive nature, with a strong work ethic and eagerness to take initiative and go the extra mile. • Resourcefulness, critical creative thinking, and problem-solving skills. • Flexibility and adaptability e.g. learning new processes and policy changes. • Demonstrated ability to work as part of a team, adding a positive attitude and business focus. • Ability to effectively manage time and work in a fast-paced, deadline-driven environment. • Fluency in social media e.g. Facebook, Instagram, LinkedIn, etc. • Proficiency with Microsoft Office, particularly Excel e.g. pivot tables, v lookups and macros.