Trust and Safety Appeals Specialist
Review appeals independently of the first decision, and keep moderators' and AI decisions consistent and fair.
- Team
- Trust and safety
- Place
- Accra (Adentan)
- Work
- On site
- Type
- Full time
How you'll work. In the office every working day: harmful material is reviewed only in the office.
- You'll be employed by Nkonso Technologies Ltd.
- This role is safety-sensitive: an offer depends on a police clearance certificate.
About the role
Anyone who disagrees with a decision on Amee, Atumpan or Agoo Reviews deserves a fresh look from someone who didn't make it. You'll be that person, and you'll run the quality checks that keep moderators' and AI decisions consistent, which also keeps our AI evaluation sets honest.
What you'll do
- Review appeals independently of the first decision, with a first review within seven days
- Explain outcomes plainly to the people affected
- Sample moderators' and AI decisions, and measure their quality
- Run calibration sessions so the team decides alike
- Spot patterns of too much or too little enforcement, and raise them
- Feed what you find into policy, training and our evaluation sets
What you'll bring
- At least two years in moderation, trust and safety, quality assurance, complaints handling or similar
- A good understanding of Ghanaian English and Pidgin
- Clear, kind written explanations
- Independence: the confidence to overturn a decision when it's wrong
- Comfort with spreadsheets and simple measures
- Steadiness, and the willingness to use the support we provide
- If you're a Ghanaian graduate: National Service completed, or exempt
Nice to have
- A Ghanaian language as well as English
- Quality assurance in a contact centre or moderation team
- Experience labelling data for AI
How you'll work
- On site. You'll work from our office at 10A Mega Street, Adentan, Accra, every working day.
- Harmful material is reviewed only in the office.
- Hours. Standard office hours.
- This is a permanent, full-time role.
- Reporting. You'll report to the Head of Trust and Safety.
- Police clearance. This role is safety-sensitive, so an offer depends on a police clearance certificate. We ask for it only at the offer stage, and only with your consent.
Looking after you. This work involves exposure to harmful material, and we take that seriously. We commit to limits on how much harmful material anyone reviews in a shift, to rotating people between harder and lighter work, and to access to confidential professional support for everyone on the team. National Service personnel and interns never see graphic or child-safety material.
How to apply
Apply on this page with your details and a link to your CV. A short note on why the role interests you is welcome.
What happens next: we read every application. If there's a fit, we'll invite you to talk with us, then ask you to do a short task based on the work, and we'll give you an answer either way.
We may use AI to summarise applications and check for missing details. A person reads and decides every application.
We welcome applications from everyone. In line with the Labour Act, 2003 (Act 651), we don't discriminate on grounds of gender, race, colour, ethnic origin, religion, creed, social or economic status, disability or politics. Applicants with disabilities are warmly encouraged to apply: if you need an adjustment to apply or to take part in any stage, tell us what you need and we'll arrange it.
How we handle your details is set out in our applicant privacy notice.
Apply
Takes about five minutes. Every answer is needed unless it says optional.