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Trust & Safety Trainer/Instructor (With Portuguese)
Heredia
Job No. r00239485
Full-time - On-Site
Job Description
You will be responsible for training 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 Trainer, you will:
Facilitate new hire training with a high level of engagement with the Operations Team
Follow objectives and client standards for job readiness goals.
Facilitate on-floor training to bridge product knowledge and skill gaps.
Undertake projects to improve our training processes.
Identify root causes for business-related issues and recommend solutions to improve overall client satisfaction.
Own training processes with a high level of accountability keeping in mind the internal as well as external stakeholders.
Participate in Process Calibration sessions with Clients and Cross Vendor.
Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on-the-job and classroom training.
Stay up to date with product and process updates. Have a data-centric approach to problem-solving.
Note- The training content could be sensitive or of a graphic nature.
Your role requires the following responsibilities:
Manage Training batches of 5 to 25 HC per Training schedule.
Lead training projects.
Deliver process/product/policy training in classroom/online environment.
Develop and deliver training courses for different trainees/markets/products.
Identify and assess training needs of the team to bridge any process/policy gaps for better performance and understanding about the policy.
Lead all Process RCA and build training plan to deliver.
Track and Report all Training activities of New Batches
Participate/lead policy briefings to ensure any changes are consistent and in line with local cultural, socio, geographical and political conditions.
Work with business team to achieve top performance, including group coaching, bottom performers identification and training.
Qualifications
Functional Skills
Training Expertise:
Proven experience in designing, developing, and delivering effective training programs.
In-depth knowledge of adult learning principles and instructional design methodologies.
Subject Matter Proficiency:
Mastery of the content and processes relevant to the training area.
Ability to convey complex information in a clear and understandable manner.
Communication Skills:
Excellent verbal and written communication skills to deliver engaging training sessions.
Active listening skills to understand trainees' questions and concerns.
Presentation/Facilitation Skills:
Ability to deliver dynamic and interactive presentations that keep trainees engaged.
Effective use of visual aids and technology to enhance training delivery.
Interpersonal Skills:
Strong interpersonal skills to establish rapport and build positive relationships with trainees.
Empathy and patience to address diverse learning styles and individual needs.
Feedback and Evaluation:
Skill in providing constructive feedback to trainees to facilitate their growth and development.
Ability to assess trainees' progress and adjust training strategies as needed.
Adaptability:
Flexibility to adjust training methods based on trainee feedback and changing needs.
Ability to handle unexpected situations and modify training plans accordingly.
Ability to effectively manage time and work in a fast-paced, timeline-driven environment.
Technology/Functional Proficiency:
Familiarity with relevant training software, e-learning platforms, and multimedia tools.
Proficient in Ms Excel/PPT/Word and/or Google Sheets/Docs/Slides with advanced skills to create reports.
Data analysis skills to interpret training metrics and make data-driven improvements.
Working knowledge of Project Management methodologies
Assessment and Measurement:
Skill in creating assessments to evaluate trainees' understanding and skill proficiency.
Ability to analyze training effectiveness and make improvements based on results.
Cultural Sensitivity and Resilience:
Awareness of and respect for diverse cultures, backgrounds, and perspectives in training delivery.
Strong coping, emotional resilience, and stress-management skills
Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies.
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.
