Social Media Giant Gets 60% Faster Moderation & 98% QA Accuracy

Industry: Technology | Services: Content Services

Client Overview

A leading global social media platform with heavy visual media engagement faced surging content volumes—ranging from harassment to violent or sexual content. With mounting user complaints, they needed scalable and timely content moderation and turned to Sutherland for transformative support solutions.

The Challenge

Scaling Content Moderation with Speed and Accuracy at Scale

Amid exponential growth in user-generated content and complaints, the platform struggled to resolve issues quickly, ensure moderation quality, and maintain moderator well-being. They needed to reimagine moderation operations at scale while protecting those doing the heavy cognitive and emotional lifting.

Sutherland Solution

Human-centric, Tech-enabled Moderation With Wellness at Its Core

Sutherland established a holistic content moderation model, featuring:

• Advanced recruitment and onboarding frameworks.
• Gamified, culturally aware training for moderator readiness.
• Ongoing trend monitoring, tool training, and coaching.
• Expansion into handling the entire appeals process.
• A wellness program—“The Guardian for Our Guardians”—including psychologist support, a wellness app, partnering with a global wellness firm, and a proprietary Happiness Index to support moderator mental health.

The Outcome

Fast, Accurate Moderation Powered by Healthy, Resilient Teams

With Sutherland’s approach, the platform achieved 60%+ faster resolution times, regularly surpassed its 98% QA accuracy target, and processed 94,000+ appeals within just 4 months. Moderator e-SAT remained high, reinforcing that safety, speed, and well-being coexist in high-pressure environments.