Senior Moderator
Country: Somalia and Somaliland
Location: Mogadishu with visits to Hargeisa
Job Type: full-time, 40 hours per week
Salary: $1,200 per month including tax
Working Times/Zones: ofce hours, EAT
Travel Required: Some travel in Somalia
*We encourage staf to use eco-friendly practices when working from home. For ideas on how to do this, please visit this site.
Management Responsibilities
Reports to: Country Lead
Direct reports: up to 10 Moderators
Company Overview
Talk to Loop is a feedback and reporting mechanism driving inclusive community engagement, transparency and accountability for the efcacy of aid provision, disaster management, prevention and early warning, as well as for the safe reporting of SEA, GBV, fraud, corruption, and misconduct, among other things.
To understand what Talk to Loop is, our mission and our way of working please visit our resource page where you will fnd all the information you need on our unique approach. To get the details on the job opening and the application process, continue reading.
Role Overview
Loop receives hundreds of feedback from people and communities in crises daily, and to keep our promise to the community to moderate their feedback within 48 hours, Loop hires several Moderators and Sensitive Feedback Moderators in Mogadishu and
Hargeisa to moderate the feedback on time, efectively and at high quality. The Moderators are entrusted with the responsibility of reviewing, tagging, and managing feedback submitted to the Loop platformWith a deep understanding of the local aid landscape and linguistic profciency, the Moderators play a pivotal role in maintaining community standards, identifying sensitive feedback, and facilitating appropriate responses in a timely way. The Senior Moderator is a leadership role mainly designed to manage and support the team of Moderators in Mogadishu and Hargeisa efectively do their jobs.
Position Overview
The Loop Senior Moderator is a key role based at the country level within Loop's structure. In closely working with the Country Lead, Sensitive Feedback Lead and User Experience and Quality Assurance Lead, the Senior Moderator is responsible for ensuring that moderation in Somalia and Somaliland adheres to Loop’s SOPs, policies and guidance. The Senior Moderator manages the moderation schedule and shifts of the moderators, reviews all feedback published, and supports in other quality assurance checks. In addition, the Senior Moderator supports the collection of and analysis of data for the production of periodic and ad hoc reports. This role involves performance management and development including assigning and supporting the team in their focal point duties. With a focus on promoting community trust, inclusivity, and timely response, the Senior Moderator plays a critical part in fostering Loop’s impact in Somalia and Somaliland.
Expected Tasks
Team Management and Supervision
● Oversee daily operations of the Moderators, ensuring efective review and tagging of all feedback within the set timeframes.
● Provide ongoing support and guidance to Moderators on complex cases and sensitive feedback, promoting a high standard of accuracy and cultural relevance.
● Create and monitor personal and professional development plans with moderators, conduct regular performance reviews and ofer constructive feedback and identify areas for professional development.
● Coordinate training sessions for the moderation team on updated guidelines, protocol improvements, and new digital tools.
● Act as the main point of escalation for feedback that requires advanced judgement or a nuanced understanding of local context.
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Quality Assurance and Protocol Enhancement
● Assure that all posts are moderated within 48 hours (or according to protocols).
● Review and refne moderation protocols to enhance efciency, accuracy, and cultural sensitivity based on team feedback and emerging issues.
● Support the development and implementation of quality control measures to ensure consistency and high standards in feedback review and tagging.
● Collaborate with the User Experience and Quality Assurance Lead to monitor performance metrics and address any recurring challenges or areas for improvement.
● Advise on the translation of feedback, ensuring that all communication is linguistically accurate and culturally sensitive.
Monitoring, Evaluation, and Learning (MEL)
In collaboration with the User Experience and Quality Assurance Lead:
● Track and report on key moderation metrics (e.g., response times, feedback volume, sensitive feedback rates) to support Loop’s MEL framework.
● Document insights and trends from the feedback received to contribute to ongoing learning and adaptation in moderation protocols.
● Contribute to MEL reports by providing qualitative and quantitative data on moderation activities, including notable community issues and feedback impact.
● Collaborate with the global team to identify areas for improvement in community and organisations engagement strategies based on feedback trends and impact data.
Community Standards and Moderating Sensitive Feedback
● Ensure strict adherence to Loop’s community guidelines and facilitate continuous improvements based on community and moderator feedback.
● Work with the Sensitive Feedback Lead on accurate moderation of sensitive feedback that require specialised intervention, maintaining confdentiality and respect for community sensitivities.
● Monitor feedback trends to identify emerging needs or crisis areas that may beneft from targeted engagement strategies.
● Contribute to the improvement of Moderator Protocols based on experience and insights.
● Fluency in Maxatiri (Spoken and written) and fuency in at least one of the other local languages (Barawani, Mushunguli/Kizigua, Tuni, Jiido, etc).
● Strong written and spoken English.
● Experience in team management with demonstrated leadership abilities to guide, support, and evaluate team performance.
● Strong network and understanding of the local humanitarian and development context.
● Articulate communication skills adaptable to diverse audiences.
● Proactive problem-solving and initiative-taking abilities.
● Profciency in using digital tools such as smartphones, computers, and communication platforms.
● Experience in community engagement, communication with stakeholders, moderation, monitoring and evaluation, protection or related roles is preferred.
Person Specifcation
● Demonstrates cultural sensitivity and empathy in interactions.
● Exhibits professionalism, integrity, and discretion in handling sensitive information.
● Collaborative team leader with a commitment to Loop's mission and values.
● Adaptable and resilient in navigating complex and dynamic environments.
● Strives for continuous learning and improvement in all aspects of work.
Note
As a Senior Moderator for Loop, you'll play a pivotal role in shaping the narrative of humanitarian and development aid by ensuring the safe and impactful sharing of feedback and responses in a timely manner. This role is ideal for a candidate with a passion for community empowerment and advocacy, who can lead with empathy and uphold the highest standards of quality and cultural respect. Your eforts will directly contribute to empowering individuals to voice their experiences, fostering transparency, and driving positive change. Join us in amplifying voices, promoting accountability, and building resilient communities through meaningful engagement and collaboration.
This role may need to cover weekends or holidays on a rotational basis. There are career progression opportunities for staf who excel in areas such as communications, monitoring and evaluation and protection.
Why choose Talk to Loop?
At Loop, we are all about feedback. We have high ambitions and are continually striving to get there, learning from all involved as we go. We are built on strong principles of Decentralised, Open and Transparent systems. We are exploring how to bring the changes we want to help create in the wider world into our charity.
If you want to be part of a globally dispersed team, thrive on change and learning, and believe in your core that we can do more if we listen and learn from others, then we would love to hear from you.
The way we work doesn’t suit everyone. But if you’re an enthusiastic person who’s passionate about our mission, and keen for more freedom and autonomy, then we could be a perfect match. We love to see applications from people with transferable skills, who are looking for opportunities to contribute and grow and make a real diference.
Our Commitment to Inclusion and Safeguarding
Loop is committed to creating an inclusive and safe working environment. As part of our safeguarding policy, all candidates will be required to undergo comprehensive background checks. Roles are dependent on donor funding, and employment will be subject to the continuation of such funding.
We highly encourage applications from diverse backgrounds as such unique experiences and perspectives are invaluable to our mission of shifting power and promoting local agency.
Loop is dedicated to ensuring that our team refects the communities we serve and supports a culture of equity, inclusion, and respect.
Our Commitment to Collaboration and Wellbeing
At Loop, each team member is entrusted with signifcant responsibility and is empowered to collaborate with others to achieve the strategic goals of their role, thus contributing to Loop’s overall mission. We believe in fostering a culture of trust, accountability, and mutual respect, where everyone's contributions are valued and recognised. We strive to provide an enabling work environment so you can feel safe, supported and empowered in your work. An outstanding work ethic and a commitment to self-care are prerequisites for success at Loop, as we understand that supporting our team members' wellbeing is essential for achieving our goals.
How to APPLY
Please send your application to the email: recruitment@talktoloop.org. Before 1st October 2025.
Loop is an independent feedback and reporting mechanism that wants to make the voices of people receiving aid heard by the organisations that hold the power to respond. All over the world millions of people receive aid from charities, governments and... Read More
