Service Delivery Operations Senior Analyst

Skill required: Trust & Safety - Content management
Designation: Service Delivery Operations 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 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 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? "As a Team Lead, you will be: The purpose of the job is to handle the team of Reviewers, provide coaching/feedback based on the performance/career growth. A Team Leader oversees a team size ~25 employees and motivates them to do their job efficiently to have optimum performance in the process. Provide objectives, develop reward systems to recognize and appreciate good performance which motivates employees. Assign all work schedules and commit the team to deliver, manage the quality of the work and drive the people management activities within the team. Ensure all Governance check points are adhered. Note- The reported content could be sensitive or of graphic nature. " Team Focused Resource management and scheduling Performance management: career counselling, coaching, performance development, 1:1 s, mentoring Lead the team to achieve results with the highest possible standard of quality and delivery Leverage Accenture internal knowledge groups to support team, implement best practice opportunities Role Focused Drive and manage Global initiatives Provide Insight on delivery, trending, outliers, callouts etc Improve delivery processes within the team Identify opportunities to add value to client Drive for global standardisation where possible Responsible for maintenance and review cycle of process documentation Ensure all reports are delivered accurately and timely
Roles and Responsibilities: •Client Focused Provide the client with SLA and metric reporting on team performance Action plans for any areas of risk New process incubation and induction Continuous improvement strategies and ideas Risk and issue management Escalation and support Other Key Areas Promote an ethos and culture of improvement across the teams in the global delivery network Flexibility around working hours may be required Communicate and celebrate success and achievements High level of integrity as demonstrated personally and professionally Able to adapt quickly to changes in workflow Excellent organizational skills and detail-oriented approach to problem solving Demonstrated proficiency in multitasking and prioritisation Maintain own knowledge at the level of T2