This Operations Specialist role reviews AI-supported customer conversations and automated content-moderation decisions for quality, accuracy and policy alignment. It suits a detail-focused candidate with experience or transferable skills in moderation, customer experience, trust and safety or quality assurance.
At a glance
- Review AI interactions and moderation decisions
- Support model evaluation through accurate case labelling
- At least one year of experience or equivalent skills
- Hybrid role based in London
- Focus on accuracy, bias, privacy and fairness
The role
- Help improve AI-powered customer experience and moderation systems
- Assess whether automated decisions follow policies, processes and quality standards
- Provide reliable human judgement for AI training and evaluation
- Work within the customer experience and trust team
What you will do
- Conduct quality reviews of customer conversations and moderation decisions
- Analyse gaps between automated enforcement and policy intent
- Label cases accurately for training and evaluation
- Maintain reference datasets that reflect current policy standards
- Document and report quality issues through established processes
- Calibrate scoring and investigate recurring quality problems
- Identify patterns that could improve accuracy, customer satisfaction and efficiency
- Critically assess AI outputs for accuracy, bias, privacy and fairness
What you will bring
- At least one year of experience, or an alternative background demonstrating equivalent skills
- Experience or transferable skills in trust and safety, content moderation, customer experience, quality assurance or another policy-led environment
- Strong attention to detail and objective evaluation skills
- Familiarity with conversational AI, chatbots, automated moderation or AI-supported workflows
- Knowledge of, or willingness to learn, case labelling, calibration, consistent scoring and reference-set evaluation
- Confidence learning digital platforms and using quality data to identify patterns
- Responsible and thoughtful use of AI
- Strong collaboration, ownership and adaptability
Working pattern and location
- Based in London
- Hybrid working model
How to apply
This role is advertised on a confidential basis. Applications are made through theHRkey: select “Apply through theHRkey”, add your CV and answer a short set of questions about your experience. Your application is received straight away and we will follow up on next steps.