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Community Content Moderator Interview Insights

The document discusses an interview for the role of Community Content Moderator. It includes questions asked in the interview about the applicant's background, work experience, strengths, weaknesses, and understanding of content moderation and the hiring company.

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loslossherlita103
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28 views7 pages

Community Content Moderator Interview Insights

The document discusses an interview for the role of Community Content Moderator. It includes questions asked in the interview about the applicant's background, work experience, strengths, weaknesses, and understanding of content moderation and the hiring company.

Uploaded by

loslossherlita103
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Class Notes

Date: 02/6/2022

Interview Questions
Job Title - Community Content Moderator

Company - (Tenerity)

Client - cx Loyalty Philippines

Interview Date - Feb. 7, 2022, Monday 8:00 pm

● Company Background

● General Question

○ Tell me about yourself. Hi I am Amie Claire Pimentel, currently working at


Accenture as a Platform Experienced Associate, specifically dealing with
app developers in a well known app market. I actually just finished my
Degree in Bachelor of Technology in Information Technology this year, but
I have been working with the company since 2017 after my first graduation
as a Computer Engineering Technician. I was able to pursue my Degree
while working at home and studying at the same time. Previously I worked
as a Customer Relations Specialist in a UK account, and got transferred to
the position that I am in now as Content Moderator. It’s a challenge,
working while pursuing my last year of educatio
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n as I have to adjust
for both but what’s important for me is I made it and finished my Degree
with performance issue at work and even got promoted in the process.

What I’m currently doing is protecting people in terms of filtering


the application that they can use safely. We are delivering the message to
our app developers about what they should do to fix the app content that
violates our policy. Working as a content moderator is actually far from
what I dreamt of as a child. But working as one, I really appreciate the
work that we are doing as I believe that this is one big factor needed as
the world is really advancing fast. Years ago, we didn’t even know about
crypto, about social media, or about e-commerce, but now that more and
more people become aware of these things online, our job as a content
moderator has to step up to at least lessen unhelpful and irrelevant
content violators. And for business, we are a great help in maintaining
brand reputation, controlling the emotions in the content, and preventing
spam of anything that features trolling, or criticism.

○ Do you prefer to work independently or with a team? I honestly don’t have


any specific preferences. If the job is for a team then I’ll work as a team
member where everybody has different parts of the job, and ofcourse if
the work needs to be performed alone, then I believe I can also do it
independently.
○ Why do you want to work here? After years of working in the company that
I am in now, I think I can use all the experiences related to this job p[osition
that I am applying for. This is inline with the work I am doing but “new” is
always a challenge. I want to challenge myself in a different role but in the
same scope. I want to learn more aspects of my responsibility as a
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content moderator and gain more expertise and I believe this company will
provide me with that.
○ Name three strengthens and three weaknesses.

Strength - being trustworthy is my strength. This made me a lot of


friends who truly cared for me. I value the trust they provided me
regardless of how bad the situation is for us.

I am also dedicated to what I need to do. For every task assigned to me, I
am not just doing it to be done, I can say that I’m doing it with dedication
and with the value I put to it, as every task is a part of me and part of my
experiences. I am a buddy. I know when my workmate, my friend, or my
team mate needed my help. I never would not want to share my
knowledge, my time and a helping hand to a friend who is struggling. This
is something I’ve always done since grade school. And now I’m thankful
I’m used to this because I made an impact with my colleagues' lives.

Weakness is being skeptic. I tend to look and dig more into something I
am feeling skeptic with. This is what my lead told me as I’m being too
detailed on the investigation. Currently I must say that I’m already able to
manage this as I learned on looking into more straightforward signals and
proofs. I tend to jump to the task immediately when sometimes I forget to
breathe, or to take a break first. Because taking a break makes every work
less exhausting. Being too conscious. I actually just found out recently
that I want my work or me to not be too perfect but atleast to look great
from everybody's point of view. In my work where I am considered as a
pioneer team in Manila, I want to at least become a great tenure colleague
that they can depend on to by showcasing my knowledge and ability.

○ What brands serve as your inspiration on social media? I must say it’s tiktok
at the moment. Tiktok, especially this pandemic, has changed a lot of
lives. In terms of mental health, providing knowledge to users, and giving
any legal users a chance to showcase their talent and have someone
appreciate him for what he does. Although there are always consequences
using the application. This is another “why”, moderators have to be on the
move to look out.
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○ What do you love most about working in social media? Working as a


content moderator, what I love about the job is the chance to directly say
to violators in social media their violations. Although there were times that
they appealed to the violation, it’s also fine as you got to broaden the
message and that’s when the violator would finally catch the problem.
○ What intrigues you about marketing? Well relating it to a content
moderator’s job, I think what I’m wondering is “How else a content
moderator will drive more users into using the product or service, if our job
is to take down their content.” Because, our job is the number 1 enemy of
a creator. We will always hear something like, “I got banned” “I got
suspended”, “My comments where deleted”. Content moderation
sometimes is harsh to users who don't know and understand the
community policies, especially those who never really read it.
○ Why is a communications plan important? For me, it’s because users/
customers came from different directions, and different perspectives. If
we treat everyone equally, our way of communication may not be
applicable to a group of individuals but is applicable to others. We will
have customers to be sorted out as partners and non-partners where we
are being more lenient and always being prioritized are those “partners”,
because they are 1 pillar of a business. And this is not unfair in business.
That is why a planned communication structure is important.

● In- Depth Question


○ How would you handle a negative customer review or comment? In our
line of work, we’ll always be dealing with negative feedback or escalations.
And we have to understand that positive feedback is good for the business
but negative feedback is the bridge to be a better company. If they take an
effort and time to make a feedback then I’ll be providing my time to fix the
issue by acknowledging it and resolving the problem online where
everybody can see the post for transparency. Having this feedback means
it has impacted this individual’s life, and this is an opportunity for the
business to be better for their customers.
● What is content moderation? Link
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○ What is your role as a content moderator? We helps in maintaining brand


reputation, controlling the emotions in the content, and preventing spam
of anything that features trolling, or criticism.
○ What do you know about the company? cxLoyalty is a leading loyalty and
customer engagement solutions company servicing 70 million consumers
with approximately 3000 client & marketing partner relationships and over
40 years of experience. We design, administer and fulfill loyalty and
customer engagement programs that strengthen and expand the value of
relationships for brands around the globe, including many of the largest
and most respected companies in the financial services, retail, travel, and
telecom industries. Based in Stamford, Conn., cxLoyalty has approximately
3100 associates in 19 countries.
○
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Date: 09/03/20XX

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Common questions

Powered by AI

Amie ponders the interplay between content moderation and marketing, noting the paradox where moderating involves restricting content, which might impede user growth. Despite being seen as creators' 'enemy,' she acknowledges the importance of maintaining ethical and policy-compliant environments essential for reliable platforms, which in turn contributes to trust and long-term brand loyalty .

Amie emphasizes that a communication plan is critical because it allows businesses to effectively manage interactions across diverse customer bases. Different customers have varied expectations and perspectives, so a thoughtful communication strategy is necessary to ensure effective engagement and prioritize important business partners. Proper communication helps sort customers appropriately while maintaining fairness and focusing on business objectives .

Amie sees negative feedback as invaluable for business improvement. She approaches it by acknowledging issues promptly and resolving them openly, fostering transparency and improvement visibility. She views negative feedback as a sign of user engagement and a chance to enhance both individual and company performance, demonstrating a commitment to refining services .

Amie identifies trustworthiness, dedication, and a supportive nature as her primary strengths. These qualities fortify her role in content moderation by fostering collaborative and reliable team dynamics. Her dedication ensures high-quality work, and her trustworthiness strengthens communication, both crucial for maintaining and enforcing community standards effectively .

Amie identifies skepticism, a tendency to over-investigate, and a drive for perfection as her weaknesses. To manage these, she works on being more straightforward in her investigations and recognizing when to pause and refresh while working. She acknowledges her inclination to maintain an image that meets high standards, showing an awareness of her impact on others and a commitment to ongoing personal growth and adjusting her methodologies .

Amie views content moderation as challenging because, while it is necessary for maintaining safe online environments, it sometimes conflicts with user interests. Moderators bear the responsibility for taking down content, which may lead to dissatisfaction among users whose content gets restricted or removed. But crucially, moderation keeps communities safe and ensures compliance with community policies, which many users overlook .

Content moderation is vital as it helps maintain brand reputation and control content that can be emotionally charged or spammy. With the rapid advancements in technology and the rise of social media, there is increased potential for misuse, making it important to filter unhelpful and irrelevant content that violates policies. Moderators play an essential role in mitigating these risks and ensuring that digital platforms remain safe and trustworthy for users .

Amie is motivated by social media's transformative potential, especially during the pandemic, with platforms like TikTok impacting mental health, talent showcases, and community education. She finds fulfillment in addressing violations directly and educating users through content moderation, although challenges remain with user misunderstandings of community policies. This role not only fascinates her but also aligns with her professional goals of improving online environments .

Amie Claire Pimentel has a background in Information Technology as a Platform Experienced Associate at Accenture and has been dealing with app developers in a well-known app market. Her experience as a Customer Relations Specialist and then a Content Moderator honed her skills in communication and technology, which are crucial for content moderation. Her academic journey, completed alongside her professional commitments, demonstrates her dedication and ability to multitask, essential qualities in moderation roles where time management and adaptability are key .

Amie acknowledges the challenge of working while pursuing her education, but she emphasizes the importance of balancing responsibilities. She tackles these challenges by being dedicated to tasks, maintaining trust and cooperation with colleagues, and continuously learning to improve her efficiency. She believes in the role of feedback, both positive and negative, to enhance her performance and the company's service .

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