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.