Implementación de estrategias de retroalimentación y apoyo para mejorar el bienestar de los moderadores de contenido en Teleperformance para 2025

Abstract

This study explores and interprets feedback and support strategies to improve the emotional and professional well-being of content moderators at Teleperformance, specifically at the Connecta office in Bogotá. Content moderation is an essential task in today's digital environment, but it also presents a considerable emotional challenge due to constant exposure to explicit material. Therefore, this study aims to identify and address the psychological effects of this activity, as well as propose solutions to strengthen the organizational climate. A mixed-methods approach was used, primarily employing a survey of content moderators to identify their perceptions of the quality of feedback received and its impact on their well-being and job performance. The results revealed shortcomings in feedback processes and a lack of emotional support, leading to significant psychological strain among employees. A set of strategies is proposed, including effective feedback mechanisms, psychological well-being programs, and communication skills training for leaders, with the goal of optimizing performance and preserving the mental health of employees. This project contributes to the field of Human Talent by offering an intervention model that prioritizes the quality of life of employees and promotes a healthier and more productive work environment.