This job is no longer available. Continue your job search here.
Quality Auditing Analyst (with Portuguese or English)
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 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.
JOB PURPOSE
As a Quality Auditor, you will be:
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.
Note: The reviewed/audited content could be sensitive or of graphic nature
Qualifications
DUTIES AND 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.
SKILLS REQUIRED DEFINATION
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.
WHAT WE OFFER
Health and Life Insurance
Accenture days, 3 additional vacation days
On site doctor
Birthday leave
Internet reimbursement
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 743,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com.
