Trust and Safety Analyst - Korean

You will be responsible for analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the user may be exposed to flashing lights or contrasting light and dark patterns. 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 recognised institution. • At least 1 – 2 years of experience in evaluating the quality of content moderation • Excellent comprehension of communication and written English and Korean language skills, including Korean dialects • Candidates are required to pass both the Korean and English assessment tests • Familiarity with Internet technologies and related policy and regulatory environments in Korean • Have spent 5 of the last 10 years in South Korea where the language of work is spoken. • Demonstrate cultural awareness of the language and market in South Korea • 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 in their Korea market. • Proficiency with Microsoft Office, particularly Excel e.g. pivot tables, v lookups and macros.