Social Media Content Moderator - Onsite at Teleperformance USA in El Paso, Texas

Social Media Content Moderator

This position will be located on-site in El Paso, Texas. As a Social Media Content Moderator, you are responsible for moderating user-generated content on our clients platform by reviewing strong graphic images, videos, and/or written content to ensure the content meets the community guidelines and to escalate any content that violates the parameters set. This role is key in providing a positive social experience for all users. If you are a social media enthusiast and are confident with digital technology ready to put your skills to work, this position is for you!
Responsibilities:
Review content to determine community guidelines are met while upholding a high standard of accuracy and quality
Participate in frequent refresher training to always implement correct policies
Comply with the performance indicators or parameters defined by the specific client's operation
Review, classify and/or eliminate highly sensitive content, uploaded by users, according to the parameters defined by the client
Investigate and resolve complex issues regarding content within agreed-upon turnaround times and standards of quality
Comply with corporate confidentiality policies and the proper handling of customer information to guarantee the security of the information
Participate in continuous training programs established by the company for optimal development in the role
Comply with all the orders, instructions, procedures related and complementary to the role
Able to moderate traumatic, sensitive and potentially offensive content
Provide trends and insights to develop improvements to the overall processes and provide recommendations for process, policy and product improvements
Remain up to date on key workflow changes, operational guidelines, policy updates and Community Standards
We're looking for fearless people - people who are inspired to deliver only the best in all that we do.
Qualifications:
Ability to work on site at El Paso, Texas (Not an at-home position)
Experience navigating internet websites including social media, commercial websites, etc.
Comfortability reviewing internet content that may be deemed inappropriate and/or contain explicit material
Attention to detail
High School Diploma or equivalent
Minimum of 6 months of customer service experience
Must be 18 years of age or older
Ability to type at least 25 words per minute
Comfortable with desktop computer systems and have general knowledge of Windows-based systems
Customer service and/or sales experience preferred
College degree preferred but not required
Predictable and reliable attendance
Key Competencies:
Process Excellence: Demonstrate commitment to following established procedures and be customer service driven
Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals
Communication: Outstanding communication, listening, and analytical skills
Organizational Skills: Strong organizational and problem-solving skills
Emotional Intelligence: Ability to prioritize tasks and work well under pressure with resilience while remaining focused
Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts
Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making
Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience