Job
Description
Skill required: Trust & Safety - Quality Management
Designation: Quality Auditing Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
About AccentureAccenture 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 worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 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 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.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 Accentures 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? The responsibility of the quality analyst is to review quality samples agreed upon by the client for statistical samples and by Accenture for manual samples with the use of the QA Dashboards. The QA provides feedback to agents based on their Quality Performance as well as providing Root Cause Analysis to the Leadership Team & The Client on a weekly basis."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. Data analysis
Roles and Responsibilities: "Review quality samples using the QA Dashboard:Statistical agreed by the clientManual agreed upon by AccenturePerform analysis on quality trends and flag quality-related risks to the leadership TeamConduct root cause and other data analysis for WBR/MBRParticipate in client calibration sessionsProvide feedback to agents to follow approved guidelines, procedures, processes in a consistent way both in a 1:1 and Team Forum scenariosBe proactive and suggest improvements that drive individual and team resultsIdentify improvement opportunities within the CM environmentAct as liaison with SMEs and Team Leads to ensure consistent quality measurements throughout the operation.Provide QA progress reports to Team Leads.Act as Subject Matter Expert (SME) for QA evaluationsContribute to the Global QA Teams development and share/ calibrate knowledgeAD hoc QA projects as required by the Leadership TeamLFU Trix - To check T1.5 progression to T2Best Practice Building (NON CORE) / Process Improvement"
Qualification
Any Graduation
