Class Notes

Date: 02/6/2022

Interview Questions
Job Title - Community Content Moderator

Company - (Tenerity)

Client - cx Loyalty Philippines

Interview Date - Feb. 7, 2022, Monday 8:00 pm

● Company Background

● General Question

○ Tell me about yourself. Hi I am Amie Claire Pimentel, currently working at

Accenture as a Platform Experienced Associate, specifically dealing with
app developers in a well known app market. I actually just finished my
Degree in Bachelor of Technology in Information Technology this year, but
I have been working with the company since 2017 after my first graduation
as a Computer Engineering Technician. I was able to pursue my Degree
while working at home and studying at the same time. Previously I worked
as a Customer Relations Specialist in a UK account, and got transferred to
the position that I am in now as Content Moderator. It’s a challenge,
working while pursuing my last year of educatio
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n as I have to adjust
for both but what’s important for me is I made it and finished my Degree
with performance issue at work and even got promoted in the process.

What I’m currently doing is protecting people in terms of filtering

the application that they can use safely. We are delivering the message to
our app developers about what they should do to fix the app content that
violates our policy. Working as a content moderator is actually far from
what I dreamt of as a child. But working as one, I really appreciate the
work that we are doing as I believe that this is one big factor needed as
the world is really advancing fast. Years ago, we didn’t even know about
crypto, about social media, or about e-commerce, but now that more and
more people become aware of these things online, our job as a content
moderator has to step up to at least lessen unhelpful and irrelevant
content violators. And for business, we are a great help in maintaining
brand reputation, controlling the emotions in the content, and preventing
spam of anything that features trolling, or criticism.

○ Do you prefer to work independently or with a team? I honestly don’t have

any specific preferences. If the job is for a team then I’ll work as a team
member where everybody has different parts of the job, and ofcourse if
the work needs to be performed alone, then I believe I can also do it
independently.
○ Why do you want to work here? After years of working in the company that
I am in now, I think I can use all the experiences related to this job p[osition
that I am applying for. This is inline with the work I am doing but “new” is
always a challenge. I want to challenge myself in a different role but in the
same scope. I want to learn more aspects of my responsibility as a
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content moderator and gain more expertise and I believe this company will
provide me with that.
○ Name three strengthens and three weaknesses.

Strength - being trustworthy is my strength. This made me a lot of

friends who truly cared for me. I value the trust they provided me
regardless of how bad the situation is for us.

I am also dedicated to what I need to do. For every task assigned to me, I
am not just doing it to be done, I can say that I’m doing it with dedication
and with the value I put to it, as every task is a part of me and part of my
experiences. I am a buddy. I know when my workmate, my friend, or my
team mate needed my help. I never would not want to share my
knowledge, my time and a helping hand to a friend who is struggling. This
is something I’ve always done since grade school. And now I’m thankful
I’m used to this because I made an impact with my colleagues' lives.

Weakness is being skeptic. I tend to look and dig more into something I
am feeling skeptic with. This is what my lead told me as I’m being too
detailed on the investigation. Currently I must say that I’m already able to
manage this as I learned on looking into more straightforward signals and
proofs. I tend to jump to the task immediately when sometimes I forget to
breathe, or to take a break first. Because taking a break makes every work
less exhausting. Being too conscious. I actually just found out recently
that I want my work or me to not be too perfect but atleast to look great
from everybody's point of view. In my work where I am considered as a
pioneer team in Manila, I want to at least become a great tenure colleague
that they can depend on to by showcasing my knowledge and ability.

○ What brands serve as your inspiration on social media? I must say it’s tiktok
at the moment. Tiktok, especially this pandemic, has changed a lot of
lives. In terms of mental health, providing knowledge to users, and giving
any legal users a chance to showcase their talent and have someone
appreciate him for what he does. Although there are always consequences
using the application. This is another “why”, moderators have to be on the
move to look out.
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○ What do you love most about working in social media? Working as a

content moderator, what I love about the job is the chance to directly say
to violators in social media their violations. Although there were times that
they appealed to the violation, it’s also fine as you got to broaden the
message and that’s when the violator would finally catch the problem.
○ What intrigues you about marketing? Well relating it to a content
moderator’s job, I think what I’m wondering is “How else a content
moderator will drive more users into using the product or service, if our job
is to take down their content.” Because, our job is the number 1 enemy of
a creator. We will always hear something like, “I got banned” “I got
suspended”, “My comments where deleted”. Content moderation
sometimes is harsh to users who don't know and understand the
community policies, especially those who never really read it.
○ Why is a communications plan important? For me, it’s because users/
customers came from different directions, and different perspectives. If
we treat everyone equally, our way of communication may not be
applicable to a group of individuals but is applicable to others. We will
have customers to be sorted out as partners and non-partners where we
are being more lenient and always being prioritized are those “partners”,
because they are 1 pillar of a business. And this is not unfair in business.
That is why a planned communication structure is important.

● In- Depth Question

○ How would you handle a negative customer review or comment? In our
line of work, we’ll always be dealing with negative feedback or escalations.
And we have to understand that positive feedback is good for the business
but negative feedback is the bridge to be a better company. If they take an
effort and time to make a feedback then I’ll be providing my time to fix the
issue by acknowledging it and resolving the problem online where
everybody can see the post for transparency. Having this feedback means
it has impacted this individual’s life, and this is an opportunity for the
business to be better for their customers.
● What is content moderation? Link
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○ What is your role as a content moderator? We helps in maintaining brand

reputation, controlling the emotions in the content, and preventing spam
of anything that features trolling, or criticism.
○ What do you know about the company? cxLoyalty is a leading loyalty and
customer engagement solutions company servicing 70 million consumers
with approximately 3000 client & marketing partner relationships and over
40 years of experience. We design, administer and fulfill loyalty and
customer engagement programs that strengthen and expand the value of
relationships for brands around the globe, including many of the largest
and most respected companies in the financial services, retail, travel, and
telecom industries. Based in Stamford, Conn., cxLoyalty has approximately
3100 associates in 19 countries.
○
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Date: 09/03/20XX

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