[Hiring] Associate Education Monitoring Analyst @Qoria

Role Description

At Smoothwall, we believe every child deserves to explore the digital world safely. As an Associate Education Monitoring Analyst, you’ll play a crucial role in providing human moderation support for our Smoothwall Monitor Managed Service offering.

As a member of our Product team, you will:

• Monitor students' online activities worldwide to identify potential safeguarding risks.
• Liaise with Designated Safeguarding Leads (DSLs) within schools when necessary.

This isn’t just a job; it’s a purpose. You’ll be part of a passionate team working at the intersection of technology and wellbeing, using your analytical skills and cultural awareness to make a tangible difference every day.

Core Responsibilities

• Content Assessment
  • Monitor and assess keystrokes and accompanying screenshots.
  • Identify and flag safeguarding risks to schools/DSLs.
  • Contact DSLs/Schools to alert them about critical risks, including but not limited to issues such as suicide and illegal content.
  • Provide timely responses.
  • Handle high volumes of content efficiently while maintaining accuracy.
  • Meet established response times for events.
• Collaboration and Escalation
  • Collaborate with team members to review unique incidents that require collective input or expertise.
  • Escalate high risk or complex captures to a senior member of the team for review.
• Trend Feedback
  • Actively monitor and share information on emerging trends with the team to keep them informed.

Qualifications

• Fluent English, written and verbal.
• Highly IT literate, with solid knowledge of global social media platforms, online games, and apps popular among young people.
• Familiarity with online culture and norms.
• Strong decision-making skills with the ability to act quickly.
• An ability to remain calm and empathetic when under pressure or dealing with difficult situations.
• A strong work ethic and ability to stay focused for extended periods.
• Excellent customer service, interpersonal, and communication skills, including verbal, written, and numerical proficiency.
• Collaborative team player, capable of working effectively within a large team.
• Ability to thrive in a fast-paced environment.

Requirements

• Previous web/content moderating experience (desirable).
• Previous experience of working with vulnerable situations (desirable).
• Previous experience in a safeguarding setting or awareness of safeguarding laws and principles (desirable).

Benefits

• £26,250 starting salary with enhanced pay for unsociable hours.
• Employee Share Scheme Incentive.
• Referral bonus scheme up to £2,250.
• Home, Tech, Cycle and Car Schemes.
• Competitive Pension Scheme.
• Life Insurance.
• Learning & Tech Allowances.
• Access to company products.
• Private Medical Insurance.
• 24 hour wellbeing/counselling support.
• Enhanced holiday entitlement and mental health zone out days.
• Enhanced Parental Leave.
• Variety of team building activities and events throughout the year.

Shift Patterns

• Part Time Weekends - Please see below.
• Days: Saturday and Sunday only.
• Shift Times:
  • 7:30am – 3:30pm
  • 2:00pm – 10:30pm
  • 10:30pm – 7:00am
• Rotation: You will work on a regular 3-week rotation, cycling through all three shift patterns.
• The Handover Process: Your shift will include a structured handover period to ensure a smooth transition to update the incoming team on active concerns, technical issues, or staffing roadblocks.

Interviews

• W/C 20th July.

Start Date

• Tuesday 8th September.

Initial Training

• The first 6 weeks of employment consist of intensive onboarding.
• During this period, you will be required to work a fixed schedule of Tuesday/Wednesday - 9:00 am – 5:30 pm.
• After successful completion of training, you will transition to your assigned shift pattern.

Personal Characteristics

• Deeply committed to ensuring user safety.
• Highly collaborative and an excellent team player.
• Dedicated to fostering a culture of continuous improvement.
• Meticulous attention to detail while consistently achieving quality and productivity targets.