BPO
Outsourced content moderation
Content review with documented criteria, traceable decisions and real protection for the team making them.
In summary: review of user-generated content for marketplaces, social networks and content platforms, with documented criteria, traceability of every decision and wellbeing protocols for the team. The Digital Services Act imposes specific obligations on how those decisions are communicated and appealed.
Content moderation has one characteristic worth stating before anything else: the work exposes the people doing it to material that can be distressing. That is not an operational detail, it is an employer duty of care and a real driver of turnover.
Any provider presenting moderation purely as a volume and price service is omitting the part of the problem that determines whether the service is sustainable.
What is included
Scope is defined against these components.
- Review of user-generated content against your policies
- Pre or post publication moderation according to your model
- Verification of listings and product records on marketplaces
- Immediate escalation of potentially illegal content
- Traceability of every decision with its reason, needed for the statement of reasons obligation
- Reporting on volume, type and resolution times
- Wellbeing protocols: task rotation, exposure limits and psychological support
What is not included
The boundary between execution and platform judgement.
- Defining your content policy, which is your decision
- Legal characterisation of whether specific content is illegal, which belongs to your advisors
- Dealing with authorities on your behalf
- Assuming your liability as an intermediary service provider
Where it is delivered from
In Spanish, from the Latin America corridor or from Spain. In other European languages, from Poland or the global network. In English, also from the Philippines where Asian window coverage is needed.
Moderation usually involves personal data of the users posting, so the data residency question arrives early and is worth settling before choosing a hub.
Digital Services Act (DSA)
In Spain, the National Markets and Competition Commission is the Digital Services Coordinator, with supervision, investigation and sanction powers over intermediaries established in Spain, including access to moderation and recommendation algorithms. Very large platforms sit under direct European Commission supervision.
Three obligations shape the service design directly. Platforms must offer notice-and-action mechanisms; they must give a statement of reasons to the affected user for every content removal; and they must run a free internal complaint system.
The statement of reasons obligation affects daily operations most: it requires every decision to be recorded with its basis at the moment it is taken, not reconstructed afterwards. That is why per-decision traceability is part of scope rather than an extra.
Marketplaces additionally must verify seller identity. This is general information about the rules and not legal advice.
Frequently asked questions
How do you protect the moderation team?
Task rotation to limit sustained exposure, time limits on sensitive content queues, psychological support available, and recruitment that states the nature of the work clearly before hiring. It is a duty of care, and also the variable that most affects team turnover.
Do you decide what content is illegal?
No. We apply your content policy and escalate doubtful cases. Legal characterisation and dealings with authorities belong to your company and your advisors.
Can AI do the moderation?
It can filter, prioritise and classify, which substantially reduces human exposure to obvious cases. Decisions on borderline cases and the statement of reasons the regulation requires still need human judgement.
What traceability remains for each decision?
Who decided, when, on what content and on what basis. That is what allows a removal to be justified to the user and a response to an internal complaint or a supervisor's request.
Need moderation capacity?
Tell us volume, languages and content type, and we will assess the right model.