Quality Assurance Analyst

UnifyCX is looking for an extraordinary Quality Assurance Analyst - Content Moderation,to join our motivated and ambitious team.

What Will You Do?

The Content Moderator Quality Analyst is responsible for evaluating content moderation decisions to ensure accuracy, consistency, policy alignment, and operational excellence. This role analyzes moderation trends, identifies coaching needs, ensures proper application of safety policies, and supports calibration between the BPO and client teams.

The QA plays a critical role in protecting user safety, maintaining policy integrity, and enhancing moderator performance in a high-risk, high-visibility environment.

In this position you will:

Quality Auditing & Evaluation

• Conduct daily audits of content moderation cases (text, image, video, audio).
• Score decisions based on client policies, accuracy expectations, sensitivity classifications, and internal BPO quality standards.
• Identify errors, patterns, and risks in moderation decisions.
• Ensure timeliness and completeness of audit deliverables and daily/weekly QA quotas.

Policy Expertise & Interpretation

• Maintain deep knowledge of all moderation guidelines, safety policies, and policy updates.
• Provide clarification and policy reinforcement to moderators and TLs.
• Verify that all moderation decisions adhere to client instructions and legal/compliance requirements.
• Serve as a subject-matter resource when evaluating nuanced or borderline content.

Coaching Insights & Feedback

• Deliver clear, constructive feedback to Team Leads and moderators through written reports or 1:1 syncs.
• Recommend targeted coaching actions based on error trends.
• Partner with TLs and Trainers to refine training materials and reduce repeatable errors.
• Support the development of quality improvement action plans (QIAPs).

Calibration & Consistency Management

• Participate in daily/weekly calibrations with internal QA, TLs, SMEs, and client QA teams.
• Document calibration gaps and help drive alignment across all reviewers.
• Ensure consistent scoring standards across shifts and global teams.
• Support calibration prep for new hires and cross-trained moderators.

Reporting & Analytics

• Produce daily/weekly quality reports summarizing error categories, trends, and recommendations.
• Identify root causes contributing to quality issues (policy complexity, unclear workflows, agent fatigue, etc.)
• Track performance changes post-coaching or policy updates.
• Provide actionable insights to Operations, Training, and Client Services teams.

Compliance & Risk Control

• Ensure moderation accuracy meets or exceeds client-mandated quality targets.
• Flag high-risk cases or potential policy issues immediately to leadership.
• Maintain compliance with data security standards (HIPAA, PHI, CCPA, GDPR).
• Uphold confidentiality and secure content handling procedures at all times.

Who You Are:

Required Skills & Competencies

• Strong analytical skills and ability to evaluate content objectively.
• Deep understanding of moderation guidelines, policy categories, and safety classifications.
• High attention to detail and ability to identify nuanced errors.
• Strong written communication skills for feedback and documentation.
• Emotional resilience and ability to review sensitive or graphic content regularly.
• Ability to work independently while collaborating cross-functionally.
• Proficiency in QA tools, auditing platforms, and productivity systems.

Qualifications

Required:

• 1+ year experience in content moderation OR quality assurance.
• Understanding of Trust & Safety policies (hate speech, violence, self-harm, sexual content, sensitive imagery, etc.).
• High school diploma or equivalent.
• Ability to work scheduled shifts including weekends or holidays based on client demand.

Preferred:

• Prior QA experience within a BPO environment.
• Experience supporting U.S.-based moderation clients.
• Familiarity with calibration frameworks, coaching models, and audit processes.
• Experience handling high-risk content categories (CSAM, extremism, graphic violence).
• Exposure to data analysis tools (Excel, Looker, Tableau).

Who We Are:

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.