Trust & Safety Quality Team Lead

Accenture • Austin, TX

2d • 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 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 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 Team Lead , you will manage a team of quality analysts, provide coaching/feedback based on the performance/career growth. A team leader motivates them to do their job efficiently to have optimum performance in the process. Provide objectives, develop reward systems to recognize and appreciate good performance which motivates employees. Assign all work schedules and commit the team to 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 nature.

Requirements

• This is an onsite role in Accenture’s downtown Austin office. You will be expected to relocate to and work in Austin, TX.
• 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 1 years’ experience with leading teams
• Minimum of 1 years’ experience in a quality role

Nice To Haves

• Reporting experience
• Strong work ethic, taking personal accountability for accuracy and high quality outputs and demonstrating integrity to core team values
• Ability to build relationships with stakeholders in multiple geographies consultative work style to lead client work
• An ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impactful manner
• Well developed analytical skills and the ability to provide clarity to complex issues, and synthesize large amounts of information together with the ability to develop creative and breakthrough solutions
• Able to prioritize and effectively manage time in a fast paced work environment
• Proactive to identify the root causes of issues by analysing patterns and trends through data analysis
• Ability to build action plans through problem investigation and resolution

Responsibilities

• Drives and manages team performance against SLA s and KPIs including metric reporting on team performance
• Supports team to achieve results with the highest possible standard of quality and delivery
• Drive insights gathering from team members to improve quality and processes
• Works within multiple teams across both Accenture teams and client teams to execute and deliver critical business functions
• Takes personal accountability for accuracy and high quality outputs and demonstrates integrity to core team values
• Promotes culture of continuous improvement across the teams in the global delivery network
• Offers continuous improvement strategies and ideas, including new process incubation and induction
• Assists with driving global initiatives
• Excellent interpersonal skills and the ability to express ideas and concepts both orally and in writing, recognizing the audience and communicating appropriately

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees