Job Description

Description and Requirements

Position Overview:

As a Voice Moderator, you'll be supporting our client who is the world's leading social gaming platform where millions of people gather daily to imagine, create, and share experiences in immersive, user-generated worlds. Our Moderators help protect this diverse community by transcribing and monitoring live voice conversations, while identifying potential safety concerns and coordinating emergency responses. We're looking for detail-oriented individuals who can stay calm under pressure, maintain accurate transcription quality, and handle sensitive situations professionally. If you're passionate about online safety and want to make a real difference in keeping our platform secure, join us in protecting this vibrant gaming community.

Note: This position is not a remote/work-from-home position. All team members are expected to report to our onsite facility located at 2251 S Decatur Blvd, Las Vegas, NV for all working hours, including the training period.

Specific Responsibilities May Include:

• Accurately monitor and transcribe voice conversations from audio to text in real-time or from recordings

• Review transcribed content for violations of our client’s community standards and terms of service

• Flag inappropriate content, harassment, or potential safety concerns

• Identify and escalate critical safety issues that may include:

• Threats of self-harm or suicide

• Threats of violence against others

• Child exploitation or endangerment

• Criminal activities

• Terrorism-related content

• Follow established protocols for reporting to appropriate authorities such as Emergency Medical Services (EMS) or Law Enforcement

• Collaborate with the Trust and Safety team to enforce community guidelines

• Maintain confidentiality and handle sensitive information responsibly

• Provide accurate feedback on transcription and moderation processes

Required Experience, Skills & Competencies:

• Minimum 2+ years of professional experience in one or more of the following fields:

• Interactive customer service

• Technical support

• Travel/Hospitality services

• Content/Online Community moderation

• Emergency Response or Medical related services

• Administrative operations

• Experience in digital-first environments preferred

• Familiarity with gaming culture and online communities

• Demonstrated track record of stable employment and consistent performance

• Superior emotional intelligence with proven ability to:

• Maintain objectivity and overcome personal biases

• Handle negative interactions and graphic content

• Manage stress and regulate emotions effectively

• Navigate crisis situations calmly while making quick decisions

• Strong computer proficiency with data entry capabilities

• Minimum typing speed of 30 WPM

• Excellent written communication with strong spelling and grammar skills

• Strong documentation and incident reporting capabilities

• Self-motivated with strong independent work ethic with ability to self-manage

• Adaptable to change and flexible in dynamic environments, embracing new projects and shifting priorities with ease

• Excellent decision-making and critical thinking skills, particularly under pressure

• Ability to learn, implement and adapt to constantly changing procedures and policies

• Disciplined approach to following procedures and policies with strong prioritization skills

• Ability to uphold high professional standards while working with a diverse group of people

• Commitment to maintaining confidentiality and professional integrity

• Available to work 40 hours per week

• Flexible scheduling between 12:00 AM - 12:00 AM, Monday through Sunday (subject to business needs)

• High school diploma or equivalent

• Must successfully complete a background check

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first

• We embrace changes and innovate courageously

• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.   

Additional Job Description

As a Voice Moderator, you'll be supporting our client who is the world's leading social gaming platform where millions of people gather daily to imagine, create, and share experiences in immersive, user-generated worlds. Our Moderators help protect this diverse community by transcribing and monitoring live voice conversations, while identifying potential safety concerns and coordinating emergency responses. We're looking for detail-oriented individuals who can stay calm under pressure, maintain accurate transcription quality, and handle sensitive situations professionally. If you're passionate about online safety and want to make a real difference in keeping our platform secure, join us in protecting this vibrant gaming community.

Note: This position is not a remote/work-from-home position. All team members are expected to report to our onsite facility located at 2251 S Decatur Blvd, Las Vegas, NV for all working hours, including the training period.

Language Reference

English

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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