Quality Auditing Associate Manager - Trust & Safety

Quality Auditing Associate Manager

Skill required: Trust & Safety - Quality Management
Designation: Quality Auditing Associate Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 years
Language - Ability:English(Domestic) - Expert
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses. You will be responsible for leading a team of Content Moderators whose role is analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual and you may be exposed to flashing lights or contrasting light and dark patterns. Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.
What are we looking for? •• Content Moderation Guidelines: In-depth understanding of content moderation guidelines and policies specific to the platform or industry. • Digital Literacy: Familiarity with various types of online content, including text, images, videos, and audio. • Attention to Detail: Keen eye for identifying inappropriate, offensive, or harmful content. • Policy Interpretation: Ability to interpret and apply content moderation policies consistently and accurately. • Decision Making: Skill in making well-informed and consistent content approval or rejection decisions. • Risk Assessment: Capability to assess the potential risks associated with various types of content. • Data Analysis: Basic data analysis skills to identify trends, patterns, and areas of improvement. • Communication Skills: Excellent verbal and written communication skills to deliver engaging refresher sessions. Active listening skills to understand reviewer questions and concerns. Engage in client discussion for process improvement sessions. • Quality Assurance: Knowledge of quality assurance processes and best practices for maintaining content standards. Proficient in MS Excel/PPT/Word and/or Google Sheets/Docs/Slides with advanced skills in creating reports. •• Performance Management: o Skill in setting performance goals and monitoring team members progress. o Capacity to provide constructive feedback and coach team members for improvement. o Ability to conduct performance evaluations and implement performance improvement plans. • Technical / Domain Proficiency: o Strong understanding of the relevant business process and industry-specific tools. o Proficiency in using software and systems necessary for team operations. o Ability to analyze data and generate meaningful insights to drive performance improvements. • Conflict Resolution: o Capability to manage conflicts within the team and mediate disputes. o Skill in maintaining professionalism and promoting harmony in challenging situations. • Adaptability and Flexibility: o Openness to change and ability to adapt to evolving business requirements. o Flexibility to manage unexpected challenges and adjust plans accordingly. • Client and Stakeholder Management: o Strong interpersonal skills to interact with clients and stakeholders. o Ability to understand client expectations and manage relationships effectively. • Attention to Detail: o Thoroughness in reviewing and validating work for accuracy and quality.
Roles and Responsibilities: •Your role requires the following responsibilities – • Conducting Huddles: Lead daily Pre-Shift and Post-Shift meetings to discuss Performance, Process updates, and Organizational initiatives. • Task Management Guidance: Provide daily guidance to team members on how to efficiently manage their day-to-day tasks. • SLA and KPI Achievement: Lead the team to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)/ Critical Performance Indicators (CPIs) defined by the process and the client. • Performance Reviews: Conduct regular performance reviews (Monthly, Quarterly, and Yearly) for the entire team and implement Corrective Action Plans or Performance Improvement Plans as needed. • Training and Quality Coordination: Collaborate with the training team to identify Training Needs (TNI) and Assessments (TNA) and develop training plans for the team. Work with Quality Analysts to identify areas of improvement and process gaps, ensuring corrective actions are taken. • SOPs and Documentation: Create/ Manage Standard Operating Procedures (SOPs) and process documentation for all client deliverables. Partake in the knowledge dissemination process. • Individual Connects: Hold regular one-on-one meetings with team members to understand their performance, grievances, career aspirations, and interests, providing coaching and support accordingly. • Performance Reporting: • Reporting: Provide insights and data for Weekly Business Review (WBR) and Monthly Business Review (MBR) presentations. Publish performance reports on a Daily, Weekly, and Monthly basis. • Leave Management: Implement a planned approach for managing team shrinkage through a Leave management system. • Attendance Tracking: Accurately track team attendance for billing purposes. • Time Sheet Validation: Validate team time sheets fortnightly with 100% accuracy. • Security and Data Protection: Ensure adherence to all security and client data protection measures and guide the team in following required protocols.