Trust & Safety Analyst

About The Role

Skill required: User-Generated Content Moderation - Content management

Designation: Trust & Safety Analyst

Qualifications:Any Graduation

Years of Experience:3 to 5 years
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.
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. Content moderators serve as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience. You will deliver value to our clients, while making a larger impact on society.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?

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, and English Language 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.Strong read and write skills in English is a must .Strong read and write skills in the language the analyst is hired for.Strong knowledge of cultural context in the market supported.Strong grasp of client policies and procedures.Ability to work analytically within a problem-solving environment .Strong orientation to help out others to be successful.Adaptable to learn new processes, concepts, and skills..Demonstrates the ability to work as part of a team adding positive attitude and business focus.Ability to work in a fast-paced work environment.Ability to communicate in a dynamic environment throughout all management levels .Ability to solve urgent matters and work under pressure.Reliable, proactive approach to entrusted tasks
Roles and Responsibilities: .Walking the floor to respond to questions, escalations and spot behaviors/work practices that needs to be addressed real-time (25% of the time).Perform side by side audits to his/her analysts once a week.Conduct error coaching sessions with his/her analysts on a daily basis.Collate error trends in the team and address systemic problems through a daily huddle.Ensure that analysts visit the My Accuracy tab daily and facilitate dispute process.Perform 100 quality reviews per week.Perform 1000 content reviews per week.Act as a POC for open client-facing roles.Support backlog reduction efforts if needed.Course through open questions and concerns to responsible support teams and close the loop with analysts.Moderate to no travel depending on project involvement.Cyclical work shift including work hours at night .Overtime may be required
QualificationAny Graduation