Job
Description
Skill required: Trust & Safety - Quality Management Designation: Instructor Senior Analyst Qualifications: Any Graduation Years of Experience: 5 to 8 years 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 training 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. Act of overseeing all activities and tasks needed to maintain a desired level of excellence. This may include the determination of a quality policy, creating and implementing quality planning and assurance, and quality control and quality improvement. Skill in creating assessments to evaluate trainees understanding and skill proficiency. What are we looking for? As a Trainer, you will Facilitate new hire training with a high level of engagement with the Operations Team Follow objectives and client standards for job readiness goals. Facilitate on-floor training to bridge product knowledge and skill gaps. Undertake projects to improve our training processes. Identify root causes for business-related issues and recommend solutions to improve overall client satisfaction. Own training processes with a high level of accountability keeping in mind the internal as well as external stakeholders. Participate in Process Calibration sessions with Clients and Cross Vendor. Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on-the-job and classroom training. Stay up to date with product and process updates. Have a data-centric approach to problem-solving.Note- The training content could be sensitive or of a graphic nature.Effective use of visual aids and technology to enhance training delivery. Interpersonal Skills: oStrong interpersonal skills to establish rapport and build positive relationships with trainees.oEmpathy and patience to address diverse learning styles and individual needs. Feedback and Evaluation:oSkill in providing constructive feedback to trainees to facilitate their growth and development.oAbility to assess trainees progress and adjust training strategies as needed. Adaptability:oFlexibility to adjust training methods based on trainee feedback and changing needs.oAbility to handle unexpected situations and modify training plans accordingly.oAbility to effectively manage time and work in a fast-paced, timeline-driven environment. Technology/Functional Proficiency:oFamiliarity with relevant training software, e-learning platforms, and multimedia tools.oProficient in Ms Excel/PPT/Word and/or Google Sheets/Docs/Slides with advanced skills to create reports.oData analysis skills to interpret training metrics and make data-driven improvements.oWorking knowledge of Project Management methodologies Assessment and Measurement:o Roles and Responsibilities: In this role you are required to do analysis and solving of increasingly complex problemsYour day to day interactions are with peers within AccentureYou are likely to have some interaction with clients and/or Accenture managementYou will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignmentsDecisions that are made by you impact your own work and may impact the work of othersIn this role you would be an individual contributor and/or oversee a small work effort and/or teamPlease note that this role may require you to work in rotational shiftsYour role requires the following responsibilities Manage Training batches of 5 to 25 HC per Training schedule.Lead training projects.Deliver process/product/policy training in classroom/online environment.Develop and deliver training courses for different trainees/markets/products.Identify and assess training needs of the team to bridge any process/policy gaps for better performance and understanding about the policy.Lead all Process RCA and build training plan to deliver.Track and Report all Training activities of New BatchesParticipate/lead policy briefings to ensure any changes are consistent and in line with local cultural, socio,geographical and political conditions.Work with business team to achieve top performance, including group coaching, bottom performers identification and training.Ability to analyze training effectiveness and make improvements based on results.Cultural Sensitivity and Resilience:Awareness of and respect for diverse cultures, backgrounds, and perspectives in training delivery.Strong coping, emotional resilience, and stress-management skillsAbility to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies.Functional SkillsTraining Expertise:Proven experience in designing, developing, and delivering effective training programs.In-depth knowledge of adult learning principles and instructional design methodologies.Subject Matter Proficiency:Mastery of the content and processes relevant to the training area.Ability to convey complex information in a clear and understandable manner.Communication Skills: Excellent verbal and written communication skills to deliver engaging training sessions.Active listening skills to understand trainees questions and concerns.Presentation/Facilitation Skills: Ability to deliver dynamic and interactive presentations that keep trainees engaged. Qualification Any Graduation
