Quality Auditing Analyst

 About The Role  

Skill required: Trust & Safety - Content management

Designation: Quality Auditing Analyst

Qualifications:Any Graduation

Years of Experience:3 to 5 years
Language - Ability:Arabic - Proficient
What would you do? 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 job role responsibilities. Active participation in Accentures well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.You will be responsible for the quality assurance of Content Moderation whose role includes 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.As a Quality Auditor, you will beResponsible for Quality Audits ensuring service meets the Client and Org Goals and standards of quality.Need to enforce the defined policy guidelines for all workflows assigned under Content Moderation scope.Need to ensure timely Quality insights are shared to drive process improvementsShould ensure timely feedback and individual performance development is tracked and reportedShould work with core Operations Team and drive over all quality standards defined as per the processNote- The reviewed/audited content could be sensitive or of graphic nature
What are we looking for? Content Moderation:Understanding of content moderation guidelines and policies specific to the platform or industry. Familiarity with various types of online content including text, images, videos and audio. Policy Interpretation:Ability to interpret and apply content moderation policies consistently and accurately.Communication
Skills:

Excellent verbal and written communication skills in ARABIC 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 to create reports. Data analysis skills to interpret quality metrics and make data-driven improvements. Conduct RCA, provide feedback, manage coaching logs.Cultural Sensitivity and Resilience:Awareness of and respect for diverse cultures, backgrounds, and perspectives in training delivery. Strong coping, emotional resilience, and stress-management skills. Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policyData Analysis:Basic data analysis skills to identify trends, patterns, and areas of improvement, using MS Excel or Google sheets. Capability to assess the potential risks associated with various types of content via data analysisAttention to Detail:Keen eye for identifying inappropriate, offensive, or harmful content.Decision Making:Skill in making well-informed and consistent content approval or rejection decisions.This is a Permanent Work from Office RoleRotational ShiftsRotational Weekly offsMust reside within boundary limits for transport facility

Roles and Responsibilities: Assess the quality of analysts on the projectMeet volume and quality targets for all quality assurance auditsDevelop and maintain knowledge of client and their business needs processesDevelop and maintain an understanding of client Service Level Agreements and department s key performance requirementsDevelop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on the job and classroom trainingsParticipate in Process Calibration sessions with Clients and Cross VendorTake accountability for effectively handling escalationsIdentify root causes for business related issues and recommend solutions to improve overall client satisfactionAssist with monitoring and tracking incidents to ensure timely resolutionDeliver individual and group feedback, provide coaching sessions, motivating, and encouraging analysts to improve performance
 Qualification Any Graduation