Moderation Team Case Study

Moderation Team Case Study for Global Leading Ads Display Network

Objective

  • High failure rate in Global Policy Certification
  • Challenge in Editorial Policy & Trademark with native agent (Understanding industry notes )
  • 70% of cases were re-review and 30% for un-reviewed ads. Among those re-review request: 30% are correctly disapprove.

 

Countries: APAC

Metric

  • Content consistency and compliance
  • Quality
  • Disapproval rate

Highlights

  • Overall Quality improved > 98% consistently quarter over quarter
  • Reduced Incorrect disapproval in Auto Review system
  • Improved CSAT & saved 24K cases per day for re-review
Swivelt - MODERATION TEAM CASE STUDY​

Solution​

  • Expectation setting & Training feedback – Do It Right the First Time
  • Introduced Mock Certification Tool to newbies
  • Introduce Test review and Language buddy training before certification
  • Suggest auto filter optimization opportunity to Google.

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