Job
Description
Skill required: User-Generated Content Moderation - Content management Designation: Trust & Safety Analyst Qualifications: Master of Business Administration Years of Experience: 3 to 5 years What would you do? Content Moderation analyst will be a supportive role who has a strong understanding of policy and helps with coaching & supporting other agents whenever required. They will be interacting with the Team leads to support their daily activities like huddles, calibrations and performance management of the team and will be responsible to ensure their performance KPIs are achieved.You will be responsible for 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 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, content moderators need 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? Overall 5+ years of experience required in operations domain 2+ years of experience as an operations analyst or in a similar position Flexibility and availability for rotational shifts and week offs to cover hours of operations Knowledge of social media and the technologies that support it Familiarity with internet policy and content moderation environments Strong written and spoken communications skills Ability to work flexibly and to exercise good judgement in a high-pressure environment Comprehensive knowledge of tools, concepts, and associated methodologies of QA Experience in metric driven rigorous process for an operations service Experience in Monitoring and analyzing reports and making recommendations on actions (Good to have) Superior time management skills and ability to meet deadlines with minimum supervision Competency in Excel, SQL and other technical skills are a plus. Experience using Microsoft Office (Outlook, PowerPoint, Excel, Word) Willingness to work with sensitive issues, including but not limited to:Adult content, Religious and philosophically sensitive issues, alcohol, tobacco, weapons, and other potentially offensive products Review, classify and/or remove content according to client guidelines, using specific tools and channels Understand and remain updated on changing client policies and guidelines Investigate, resolve, and relay complex content issues to the broader Trust and Safety team Strong coping, emotional resilience, and stress-management skills Excellent comprehension, communication skills Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies Strong attention to detail Comfort synthesizing and analyzing information from multiple streams Strong critical thinking and decision-making skills Roles and Responsibilities: Run huddle if TL is unavailable Discuss items from the day with team Attend regular Senior specific huddles for alignment QA Calibration Call with QA Team Responsible for coaching and supporting teams & TLs Regularly have 1:1s with agents on team to cover errors (QA Feedback calls) Regular team calibrations regarding QA errors Recommend and update policies and procedures to improve performance Developing new processes and procedures to enhance operations Relay fails back to individuals and coach accordingly Aiding agents to achieve quality metrics Highlight trends and suggest remediation actions where necessary to TL Proactively communicate with TL regarding agent performance Expected to hit minimum KPIs (Prod & Quality) Senior Task Form to be completed daily Stay updated on all relevant policy updates & clarifications Get actively involved in Senior tasks below Qualifications Master of Business Administration
