Sutherland Helps Scale Trust & Safety for a Global Career Platform

Industry: Technology | Services: Content Services

Client Overview

A leading global career platform driven by anonymous employee reviews, empowering job seekers and employers with authentic workplace perspectives. The platform hosts millions of user-generated content (UGC) submissions annually across multiple geographies and languages, serving as a trusted resource for career decision-making worldwide.

The Challenge

Moderating at Scale Without Compromising Integrity

The client needed to manage millions of pieces of user-generated content (UGC) across multiple languages while maintaining platform safety, policy accuracy, and fast turnaround times. The introduction of anonymous community discussions increased moderation complexity, volume, and risk. This also introduced elevated reputational risk, requiring careful handling of sensitive and potentially harmful content while preserving user trust. Scaling moderation locally would have been costly and resource-intensive, and the client required a reliable, cost-effective solution that could expand capacity without compromising quality or user trust.

Key challenges included:

• High-volume, multilingual UGC moderation requiring speed without compromising accuracy
• Evolving community features, including anonymous discussions, which significantly increased content complexity and risk exposure, particularly due to the nuances of moderating anonymous content at scale
• Heightened compliance and safety expectations, demanding consistent global policy enforcement, with a strong need for policy consistency across regions and content types
• Cost pressures, as scaling moderation locally would have required substantial infrastructure and workforce investments

Sutherland Solution

Designing an AI-Enabled Trust & Safety Ecosystem

We partnered with the client to design and operationalize a scalable, AI-enabled Trust & Safety ecosystem that combines global expertise, intelligent automation, and continuous capability building. This ecosystem was built to drive high-accuracy moderation, manage risk, and ensure consistent policy enforcement at scale. We supported the client by:

1. Establishing a globally distributed Trust & Safety workforce of moderators, quality analysts, and trainers across cost-efficient delivery locations, aligned to risk-based moderation needs
2. Deploying structured training and capability-building programs through LevelUp, enabling continuous learning, coaching, and KPI-driven performance optimization for policy consistency and decision accuracy
3. Implementing secure, AI-enabled moderation through Sentinel AI, supporting distributed operations (on-site and remote) with enhanced data protection, real-time insights, and risk detection capabilities
4. Recreating deep platform and policy expertise across global teams to ensure consistent enforcement, faster turnaround times, and standardized decision-making across regions and content types
5. Building a resilient, self-sustaining Trust & Safety model capable of scaling with increasing UGC volumes, evolving community features, and emerging risk vectors such as anonymous content and reputational exposure

The Outcome

Driving Scalable, Sustainable Growth

The engagement resulted in a resilient, high-performance Trust & Safety operation capable of supporting rapid platform growth and increasingly complex community interactions—while strengthening platform integrity and reinforcing user trust, alongside maintaining accuracy, speed, and cost efficiency.

Operational & Business Impact:

• 99%+ moderation accuracy, ensuring consistent and reliable policy enforcement and protecting platform integrity
• 5.6M+ content moderation tasks successfully managed in the last year alone, safeguarding the quality and credibility of user-generated content
• 103% productivity achievement against targets, exceeding operational benchmarks while maintaining high trust and safety standards
• Faster turnaround times, enabling timely risk mitigation and improved user experience
• Scalable, cost-optimized global moderation coverage, supporting sustained platform growth without compromising trust
• Consistent multilingual policy enforcement across UGC, ensuring fairness, transparency, and global user trust
• Strengthened platform safety, compliance, and user trust, reinforcing the platform’s reputation as a reliable career resource
• A future-ready moderation model capable of adapting to new features, volume spikes, and evolving risk dynamics, ensuring long-term platform integrity and resilience