Trust and Safety Analyst - Content Moderation

Trust & Safety Analyst

Skill required: User-Generated Content Moderation - Content Moderation
Designation: Trust & Safety Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
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? • Proficient level of English and ideally fluent in another key language served by outsourcing site • Experience in an Operations environment, preferably in an international environment • Good knowledge of quality/training processes and policy enforcement in an Operations Environment • High level of energy, drive, enthusiasm, initiative and commitment • Excellent communication, consulting, influencing and interpersonal skills • Proven track record of collaborating with cross-functional groups to produce results • Passion for ensuring a world class support experience for our community • Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams
Roles and Responsibilities: • Coordinate the exchange of Policy-related information from/with the Client and disseminate across other teams and ensure all the resources provided are available to implement policies • Maintain regular contact and give feedback to Client with regards to Policy related changes for the successful enforcement of the policies • Spot trends and flag potential issues that may arise from the application of Client s policies and offer suggestions or solutions • Identify potential failure of Policy Update and propose a recovery plan. • Deliver just-in-time training to Analysts on new or changing Content Policies as well as “refresher” training on existing Content Policy on an as-needed basis • Engage with Training and Quality teams regularly to ensure robust and consistent enforcement and correct understanding of Client s policies • Flag resource constraints, policy issues or inconsistencies timely • Gather insights and offer policy suggestions based on the direct application of the policies • Ensure continuous improvement of resources and materials provided • Ensure effective knowledge sharing and sign off/approval processes are in place for both Training and Policy between Vendor and Clients. • Liaise directly with the Client s Policy team to gather/discuss/debate questions and engage with Client to obtain answers