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Content Moderation Agent (Portuguese and English)
Heredia
Job No. r00246562
Full-time
Job Description
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 750,000 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.
As a Trust & Safety Representative, you will provide functional, technical or administrative support to resolve customer problems and queries. You will be expected to build knowledge and support the team, as well as participate in problem-solving discussions. You are expected to build knowledge and support the team, as well as participate in problem-solving discussions. Expert proficiency in Content Assessment is required. Advanced proficiency in content analysis & Interpretation, Enterprise Content Management (ECM), and Content
Guidelines are recommended.
Key Responsibilities:
Answer incoming customer communications from complex books of business, which will involve Analysis & Interpretation research of complex customer inquiries to provide accurate responses and solutions based in the location and language specific of the query
Understand Client Policies and Guidelines
Strong research, analytical and decision-making skills
Logical reasoning skills
Pay attention to detail.
Demonstrate aptitude to working effectively autonomously with minimum supervision.
Ability to adapt quickly to constantly changing priorities.
Resolve issues and express ingenuity as required.
Identify and escalate any potential issues in the process.
Make decisions according to the defined Policies and Procedures
Identify improvement opportunities in workflow and suggest solutions.
Interact effectively with other internal and Client teams
Review and validate images.
Achieve quality standards for all relevant metrics.
Identify and escalate priority issues to ensure timely resolution
Engage with other areas of the business as needed to meet customer needs.
Identify process improvement opportunities to ensure smooth operations for internal processes as well as from customers’ perspective.
Maintain a positive attitude and support client Commitment to Excellence.
Maintain On-time attendance and schedule adherence.
Maintain meets or exceeds scorecard rating (engagement, productivity and quality goals).
Eventually participate in round tables for feedback on process improvements
Stay updated with the latest content guidelines and industry best practices
Qualifications
Required Experience:
Fluency C1 written and spoken English (Accent is acceptable)
Fluency C1 written and spoken Portuguese is a plus
Proven analysis and interpretation skills with emphasis on content classification
Proficient in the culture, jargon, slang, and commonly spoken idioms of the United States and/or Canada
Ability to assess situations and respond appropriately, strong problem-solving skills.
Professional attitude: Enthusiastic, willing to learn and quickly adapt to change, emotional intelligence & maturity
Ability to multi-task between multiple phone lines/client programs (assess customer’s issue, research, enter notes, and maneuver multiple systems).
PC literate (familiar with windows, MS office, remote desktops, and MS Teams).
Needs to be available to work flexible schedule, including nights, weekends and holidays.
Education/Experience Requirements
High school diploma or GED required.
6 months experience in a customer service and/or customer facing position is preferred.
Candidates with experience in providing excellent customer service, moving quickly to keep many projects going at once, and the ability to keep organized records will be competitive for this role
Nice to have
Advanced proficiency in Enterprise Content Management (ECM)
Advanced proficiency in Content Guidelines
