Trust & Safety New Associate: Bilingual English/Spanish

Accenture•Austin, TX

1d•Onsite

About The Position

As an Accenture Flex employee, the Trust & Safety New Associate supports business transformation and helps Accenture’s platform clients improve online content quality and safety. The Trust and Safety team works with content moderation and responsible AI, including systematically testing, evaluating, and challenging AI systems and platforms, including generative AI. The role involves reviewing user profiles, audio, videos, and text-based content, and investigating, escalating, or resolving issues reported by users or flagged by systems. It also includes developing prompt strategies to test large language models on responsible AI topics and assessing model responses against client guidance. The work is onsite at Accenture’s downtown Austin office; the employee is expected to relocate to and work in Austin, Texas. The work may involve exposure to disturbing, objectionable, or sensitive material, including graphic, violent, or sexual content, as well as flashing lights or contrasting light and dark patterns. The role requires resilience and participation in Accenture’s Trust & Safety well-being support program.

Requirements

At least 1 year of customer service experience.
Fluency in Spanish.
Excellent comprehension and communication skills in English and Spanish.
Strong coping, emotional resilience, and stress-management skills.
Ability to perform duties objectively and without inherent bias 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.
Flexibility to work any shift, including nights, weekends, and holidays.
Willingness to relocate to and work onsite in Austin, Texas.
Active participation in Accenture’s Trust & Safety well-being support program.

Nice To Haves

Deep familiarity with and passion for responsible AI, the internet, internet platforms, and internet culture.
High affinity and cultural awareness of political and social situations in the relevant market and region supported.

Responsibilities

Review, classify, and/or remove content according to client guidelines using designated tools and channels.
Stay current on changing client policies and guidelines, industry trends, generative AI shortcomings and advancements, and content moderation or responsible AI regulations, governance, policy, and consulting work.
Investigate and resolve complex content issues and relay them to the broader Trust and Safety team.
Develop and execute prompt strategies to interrogate large language models on responsible AI topics, including medical and legal advice and other sensitive areas.
Analyze model responses for appropriateness, inappropriateness, refusal to answer, or disclaimers according to client definitions and guidance.
Collaborate with team members to build a comprehensive understanding of responsible AI issues based on model responses.
Contribute to best practices and guidelines for content moderation and responsible AI governance and policy.