Senior Analyst - Trust and Safety (Content Moderation)

Trust & Safety Senior Analyst

Skill required: User-Generated Content Moderation - Content Moderation
Designation: Trust & Safety Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 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? • Demonstrates excellent verbal and written communication skills. • Must have proven project management experience. • Must have 2–5 years of experience in a leadership or managerial role, leading a team effectively. • Possesses strong analytical skills to derive actionable insights from available data. • Proficient in Google Sheets, Microsoft Excel, and PowerPoint, with intermediate to advanced expertise. • Capable of managing multiple parallel projects while delivering high-quality outputs. • Experienced in conducting impactful meetings, town-hall discussions, and presentations, including hosting client visits to the production floor. • Highly organized and adept at balancing multiple, often conflicting, priorities. • Builds and maintains effective, long-term relationships with clients and key stakeholders. • Exhibits strong problem-solving and analytical abilities, including inductive thinking and applying lessons learned to current challenges. • Demonstrates excellent planning skills, effectively managing multiple priorities and tasks. • Detail-oriented and thorough, ensuring high-quality work while identifying and addressing potential issues early.
Roles and Responsibilities: • Collaborate closely with the Client Outsourcing Project Manager to implement new experiments, workflows, and updates to existing processes. • Establish and maintain effective knowledge-sharing frameworks and approval processes for Training and Policy between the Vendor and Client. • Manage site-level expectations regarding experiments, client requests, new workflows, and other activities requiring operational support. • Partner with Change Leads to ensure timely communication of updates, such as capacity changes, AHT adjustments, and other relevant information, to the operations team. • Maintain comprehensive documentation of all updates and introduce gamification techniques to enhance agents policy knowledge. • Coordinate with Site Leads to implement new workflows, policy changes, and other operational updates. • Identify and address potential risks or challenges related to timelines, capacity changes, volume increases, and resource requirements, while proposing effective mitigations. • Proactively engage with Operations Leads to understand and address concerns regarding new experiments, workflows, and client requests. • Oversee delivery-led transitions, ensuring adherence to timelines and timely completion of deliverables. • Collaborate with QTP and operations teams across sites to ensure processes align with business outcomes and conduct efficient impact assessments. • Perform post-risk assessments and share critical feedback and best practices from all regions with site delivery teams and Vendor Partner Managers. • Drive the execution of change management initiatives for routine updates across multiple regions within the business. • Conduct global, regional, and site-level reviews and impact assessments as needed across Vendor operations. • Establish governance frameworks within Vendor sites and CLIENT groups to communicate execution strategies and track progress effectively. • Foster regular engagement with CLIENT counterparts to strengthen partnerships and enhance collaboration. • Takes ownership of responsibilities and proactively contributes beyond the defined job role. • Displays an innovative mindset with out-of-the-box thinking