Trust & Safety Quality Auditing and Policy Analyst

Accenture•Austin, TX

3d•Onsite

About The Position

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 the quality assurance of Content Moderation whose role includes 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. As a Trust & Safety Quality Auditing and Policy Analyst : Key Responsibilities:

Requirements

This is an onsite role in Accenture’s downtown Austin office. You will be expected to relocate to and work in Austin, TX, and the pay range is set accordingly.
Must be flexible to work any shift including nights, weekends and holidays
The role requires candidate pass English assessments with a minimum score of B2 for the written portion and C1 for the spoken portion
Minimum of 2 years’ experience in contact support
Minimum of 1 years’ experience in content moderation

Nice To Haves

Content Moderation Guidelines: In-depth understanding of content moderation guidelines and policies specific to the platform or industry
Digital Literacy: Familiarity with various types of online content, including text, images, videos, and audio
Attention to Detail: Keen eye for identifying inappropriate, offensive, or harmful content
Policy Interpretation: Ability to interpret and apply content moderation policies consistently and accurately
Decision Making: Skill in making well-informed and consistent content approval or rejection decisions
Risk Assessment: Capability to assess the potential risks associated with various types of content.
Data Analysis: Basic data analysis skills to identify trends, patterns, and areas of improvement
Communication Skills: Excellent verbal and written communication skills to deliver engaging refresher sessions. Active listening skills to understand reviewer questions and concerns. Engage in client discussion for process improvement sessions.
Quality Assurance: Knowledge of quality assurance processes and best practices for maintaining content standards.
Proficient in MS Excel/PPT/Word and/or Google Sheets/Docs/Slides with advanced skills in creating reports.
Data analysis skills to interpret quality metrics and make data-driven improvements.
Conduct RCA, provide feedback, and manage coaching logs.

Responsibilities

Responsible for quality audits ensuring service meets the client and org goals and standards of quality
Need to enforce the defined policy guidelines for all workflows assigned under the content moderation scope
Need to ensure timely quality insights are shared to drive process improvements
Should ensure timely feedback and individual performance development is tracked and reported
Should work with the core Operations Team and drive overall quality standards defined as per the process
Assess the quality of analysts on the project
Meet volume and quality targets for all quality assurance audits
Develop and maintain knowledge of client and their business needs processes
Develop and maintain an understanding of client Service Level Agreements and the department's key performance requirements
Develop and maintain product, industry, and business and professional skills by participating in on-the-job and classroom training
Participate in process calibration sessions with clients and cross-vendor
Take accountability for effectively handling escalations
Identify root causes for business-related issues and recommend solutions to improve overall client satisfaction
Assist with monitoring and tracking incidents to ensure timely resolution
Deliver individual and group feedback, provide coaching sessions, motivating, and encouraging analysts to improve performance