Content Moderation at Scale

Our client developed a widely played video game title. As the organization progressed toward implementing a creative mode feature that would enable players to design and share their own in game environments, they recognized that this expansion of User Generated Content (UGC) would require a corresponding improvement to content moderation operations. The organization needed to establish a Trust and Safety function with the capability to adjust moderation work in response to content volume changes. Additionally, recognizing the psychologically demanding nature of content moderation work, the client required a wellness and support program designed to reduce specialist turnover and support team members performing these critical but challenging responsibilities.

CiTechT assembled a dedicated US based management team responsible for specialist oversight, training of new team members, policy documentation, and direct reporting to client stakeholders on key performance indicators. This management structure supported the end to end moderation workflow and provided reporting on ticket volumes and operational metrics. The moderation team initially comprised specialists based throughout the United States with multilingual capabilities covering Arabic, Japanese, German, Portuguese, Italian, Polish, and Spanish. We subsequently expanded operations to include specialists working from a Mexico delivery location, increasing capacity to moderate content in both English and Spanish. Through this integrated team structure, CiTechT delivered scheduled moderation coverage, including weekends and holidays. Our team supported organizational restructuring, onboarding, and training initiatives that established new moderation teams. Additionally, CiTechT developed a structured career advancement pathway, implemented recognition and team building programs to support retention, and established a wellness program. This wellness initiative included professional psychologists, a therapy support line, individual and group therapy services, coping skills training sessions, and skill based educational webinars.

1. Assembled dedicated US based management team for specialist oversight and operations management
2. Established training programs for new moderation specialists
3. Developed and documented content moderation policies and procedures
4. Created direct reporting structure to client stakeholders on established KPIs
5. Deployed US based specialists with multilingual capabilities
6. Expanded operations to include specialists at Mexico Delivery Center for English and Spanish coverage
7. Implemented scheduled moderation coverage including weekends and holidays
8. Supported client reorganization and training initiatives creating new moderation teams
9. Developed structured career advancement pathways for specialist professional growth
10. Established recognition and team building programs to drive retention
11. Implemented comprehensive wellness program with professional psychologists
12. Created therapy support line for specialist mental health support
13. Deployed individual and group therapy services for specialists
14. Conducted coping skills training sessions and skill based webinars