Animal Care jobs

1. ROLE INFORMATION

• Job Title: Advisor I, Customer Service ( Content Moderation is dragging under Customer Service category in Concentrix System).
• Reports To: Team Leader
• Location: Kuala Lumpur
  Shift: Rotational (24×7 operations)
• Employment Type: Full-Time
• Experience: 0–3 Years.
• Language: English B2 (additional
  languages a plus).

2. ROLE OVERVIEW:

The Content Moderation Specialist is responsible for reviewing, assessing, and actioning user generated content (UGC) uploaded to the platform to ensure compliance with community guidelines, platform policies, and applicable legal standards.

This role sits within the Trust & Safety function and operates as the first line of defence against harmful, policy-violating, and illegal content.

Due to the nature of this role, moderators will be regularly exposed to graphic, disturbing, and
emotionally challenging material. Concentrix is committed to providing trauma-informed support,
scheduled wellness rotations, and access to professional counselling through its Employee Assistance
Programme (EAP).

3. SENSITIVE CONTENT TAXONOMY:

Content uploaded by end users may include explicit, sensitive, high-risk, or policy-violating material.

Moderators must be able to accurately identify and action content across the following categories:

A. Core Sensitive Categories:

• Explicit Sexual Content / Pornography: Graphic depictions of sexual acts, nudity intended to

arouse, or adult content involving real or digitally created individuals where such content
violates platform age-gating policies or is posted in non-permissioned contexts.

• Self-Harm Content: Any material that depicts, glorifies, instructs, or encourages self-inflicted

injury, suicide, or suicidal ideation — including written content, images, coded language (e.g.,
"1437", "sewerslide"), or community threads that normalise or celebrate self-destructive
behaviour.

• Eating Disorder Romanticisation & Tutorials: Content that promotes, glorifies, or provides

instructional guidance on anorexia, bulimia, or other disordered eating behaviours (commonly
referred to as "pro-ana" or "pro-mia" content), including before/after imagery, caloric
restriction tutorials, and triggering peer reinforcement posts.

• Misleading / Vulgar Metadata & Thumbnails: Titles, descriptions, tags, or thumbnail images

that are sexually suggestive, deliberately misleading, clickbait-driven, or violate content
labelling standards — even where the underlying content may be permissible.

B. High-Risk Content:

• Animal Cruelty: Content that depicts deliberate harm, abuse, torture, or killing of animals for

entertainment or shock value, including staged animal fights, illegal hunting content, and cruelty
presented as humour.

• Dangerous Physical Challenges & Pranks: Viral challenges, stunts, or pranks that pose a

credible risk of physical harm to participants or bystanders — particularly where content is
framed to encourage imitation by younger audiences.

• Hate Speech, Harassment & Slurs: Content that targets individuals or groups based on

protected characteristics (race, ethnicity, religion, gender, sexual orientation, disability,
nationality) through dehumanising language, slurs, threats, coordinated harassment campaigns,
or symbolic hate imagery.

• Politically Offensive & Incitement Material: Content that incites violence or civil unrest,

spreads targeted political disinformation, or constitutes propaganda from designated terrorist
or extremist organisations, including coded or dog-whistle communication strategies.

4. KEY RESPONSIBILITIES:

Content Review & Decisioning:

• Review user-generated content (text, images, video and audio) against platform policies.

• Apply accurate, consistent decisions: approve, remove, restrict, age-gate, or escalate.

• Maintain decision accuracy targets and meet productivity KPIs within defined SLAs.

Sensitive & High-Risk Content Handling:

• Identify and action content across Core Sensitive and High-Risk categories as defined in Section 3.

• Apply mandatory escalation protocols for CSAM and legal-threshold violations.

• Accurately categorise borderline content for senior review or policy feedback loops.

Queue Management & Prioritisation:

• Manage and clear moderation queues across assigned content streams and languages.

• Prioritise high-severity and time-sensitive content (e.g., live-stream violations, viral harmful

content).

• Coordinate with team leads on surge capacity and priority queue management.

Reporting & Documentation:

• Log decisions, patterns, and policy edge cases accurately in internal moderation tools.

• Contribute to trend reports and weekly quality calibration sessions.

• Flag recurring policy gaps or emerging content categories to policy and QA teams.

Wellbeing & Self-Care Compliance:

• Participate in scheduled wellness check-ins and mandatory counselling sessions.

• Adhere to screen-time rotation schedules as outlined by occupational health guidelines.

• Proactively report psychological distress through available support channels.

5. QUALIFICATIONS & REQUIREMENTS:

Education & Experience:

• Bachelor's degree.

• 0–3 years of experience in content moderation, trust & safety, or Customer service.
• Freshers with a Bachelor's degree, strong analytical ability, and high resilience may be

considered for entry-level roles.

6. CORE COMPETENCIES:

• Resilience & Emotional Regulation: Ability to process and respond to distressing content

professionally without sustained psychological impact.

• Attention to Detail: Precision in policy application and accurate content classification.

• Critical Thinking: Ability to evaluate context, nuance, and intent in ambiguous or borderline

content.

• Cultural Sensitivity: Awareness of cross-cultural communication norms, symbols, and context.

• Integrity & Confidentiality: Strict adherence to data privacy, case confidentiality, and ethical

standards.

• Collaboration: Works effectively with QA, policy, legal, and wellbeing teams.

• Adaptability: Ability to respond to rapid policy changes, emerging content threats, and shifting

queue priorities