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
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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