Trust & Safety Senior Analyst

Skill required: User-Generated Content Moderation - Content Moderation

Designation: Trust & Safety Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years
Language - Ability:English - Expert

What would you do? Enables a superior brand experience , accelerates responsible growth and creates a secure environmentAccenture 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 analysing 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 user 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 job 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?

Adaptable and flexible

Agility for quick learning

Ability to work well in a team

Written and verbal communication

Ability to meet deadlinesYou 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 job role responsibilities. Activeparticipation in Accenture's well-being support program, designed specifically for the Trust & Safetycommunity, provides valuable skills to promote individual and collective weThe 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 daily objectives, develop reward systems to recognize and appreciate good performance which motivates employees. Assign all work schedules and commit the team to the 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 natureYour role requires following responsibilities –

Conducting Huddles:Lead daily Pre-Shift and Post-Shift meetings to discuss Performance, Process updates, and Organizational initiatives.

Task Management Guidance:Provide daily guidance to team members on how to efficiently manage their day-to-day tasks.

SLA and KPI Achievement:Lead the team to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)/ Critical Performance Indicators (CPIs) defined by the process and the client.

Performance Reviews:Conduct regular performance reviews (Monthly, Quarterly, and Yearl
Roles and Responsibilities:

In this role you are required to do analysis and solving of increasingly complex problems

Your day to day interactions are with peers within Accenture

You are likely to have some interaction with clients and/or Accenture management

You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments

Decisions that are made by you impact your own work and may impact the work of others

In this role you would be an individual contributor and/or oversee a small work effort and/or team

Please note that this role may require you to work in rotational shifts

The following skills are required to perform this role-

Resilience:Strong coping, emotional resilience, and stress-management skillso Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies

Leadership and Management Skills:Strong leadership qualities to guide and motivate team members.o Ability to delegate tasks effectively and manage workloads.o Decision-making skills to resolve conflicts and make tough choices.o Time management and organizational skills to prioritize tasks and meet deadlines.

Communication Skills:o Excellent verbal and written communication skills to convey information clearly and concisely.o Active listening skills to understand team members' concerns and provide effective feedback.

Problem-Solving and Critical Thinking:o Analytical skills to identify issues, assess situations, and find practical solutions.o Ability to think critically and make informed decisions under pressure.

Performance Management:o Skill in setting performance goals and monitoring team members' progress.o Capacity to provide constructive feedback and coach team members for improvement.o Ability to conduct performance evaluations and implement performance improvement plans.

Technical / Domain Proficiency:Add additional requirement.o Strong knowledge of content policies, community guidelines, and online safety practiceso Strong understanding of the relevant business process and industry-specific tools.o Proficiency in using software and systems necessary for team operations.o Ability to analyze data and generate meaningful insights to drive performance improvements.

Conflict Resolution:o Capability to manage conflicts within the team and mediate disputes.o Skill in maintaining professionalism and promoting harmony in challenging situations.

Adaptability and Flexibility:o Openness to change and ability to adapt to evolving business requirements.o Flexibility to handle unexpected challenges and adjust
 
Qualifications 
Any Graduation