Subject Matter Expert, Operations

• Location: 10th Floor, Flemington Tower, 182 Le Dai Hanh, District 11, Ho Chi Minh
• Working Time: 5 days/week.
• Working Date: 9 hours (8hrs working + 1 hrs break)
• Language Proficiency: Chinese Mandarin + English

The Role

• The responsibility of the Sr. SME, Operations is responsible for providing policy expertise, operational support, and guidance to moderation teams within a fast-paced BPO environment.

Duties and Responsibilities

• Serve as the primary point of contact for policy-related questions and escalations from moderators and Team Leaders.
• Review and resolve complex, sensitive, or high-risk moderation cases.
• Support quality improvement initiatives by identifying recurring moderation errors and policy gaps.
• Conduct case reviews and provide guidance to improve moderation accuracy and consistency.
• Work closely with Operations, QA, Training, and Policy teams to ensure alignment across functions.
• Escalate policy ambiguities or emerging risks to relevant stakeholders.
• Monitor daily operational trends and flag potential risks or process issues.
• Support Team Leaders in driving KPI achievement including quality, productivity, and SLA adherence.

Hiring Requirements

• Bachelor’s or Associate’s graduate with 1-2 years of working experience
• Ability to motivate teams and rally the group toward organizational goals.
• Excellent oral and written communication skills.
• Passion for learning and creative problem-solving.
• Strong knowledge of cultural context in the user countries supported.
• Good knowledge of language of the countries supported is an advantage.
• Flexible 24/7 environment