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Quality Auditing Analyst

Heredia Job No. r00205795 Full-time - On-Site

Job Description

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.   

The Transaction Processing Analyst under QA Path is a collaborator with a strong background in a product data market (web scale), such as data analysis and verification, perform data entry and research in various systems and tracking tools. Apply knowledge of processes and related systems to assist in identifying, assessing and resolving issues/problems. Seek advice and escalate issues when faced with tasks/problems outside the scope of the work. Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on-the-job and classroom trainings.

Key Responsibilities

  • 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.

#LI-LATAM

Qualifications

Job Qualifications

  • Previous experience evaluating quality preferred.

  • At least 2 years overall experience and at least 1 year in Content Moderation related work

  • 1 year experience on data analysis, quality assurance: 5 Why’s, Paretto, RCA’s, RETRO, TNA, etc. 

  • Knowledge of Microsoft Office (MS Excel – Intermediate/Advanced Level)

  • Advance English level (C1) and Portuguese (at least B1)

*This is a Work from Office Role

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