Trust & Safety Associate

Skill required: User-Generated Content Moderation - Content Moderation
Designation: Trust & Safety Associate
Qualifications:Any Graduation
Years of Experience:1 to 3 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? 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, content moderators need 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. "You will be responsible for 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 may be exposed to flashing lights or contrasting light and dark patterns. Review, classify and/or remove content according to client guidelines, using specific tools and channels Understand and remain updated on changing client policies and guidelines Investigate, resolve, and relay complex content issues to the broader Trust and Safety team " Review videos all workflow for violations of policies to ensure consistent implementation Have a deep understanding of policies and guidelines, and how to interpret them in order to enforce on standard and non-standard situations when needed. Comprehend the policy and community guidelines to take informed decisions that balance the user safety and platform integrity. Strong coping, emotional resilience, and stress-management skills Excellent comprehension, communication, and (English) skills Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies Strong attention to detail Comfort synthesizing and analyzing information from multiple streams Strong critical thinking and decision-making skills
What are we looking for? 1. Advanced Critical Thinking - Able to navigate gray areas breakdown complex situations into actionable tasks and ask the right questions to develop solutions independently 2. Communications - Excellent written and verbal communication skills to document decisions clearly and comprehend the policy. Being comfortable having interpersonal communications with executive level stakeholders and clearly communicating the rationale for decisions. 3. Ability to make informed decisions balancing platform integrity and user safety. 4. Resiliency - Strong emotional fortitude and resiliency in handling egregious content 5. Diligence - Excellent work ethics with strong self-motivation and time management skills 1. Curiosity - Drive to look for answers even when we don’t have them, or know which steps to follow to find them/collect relevant information that will help move forward 2. Experience in content moderation roles Attribute Name & Proficiency Level : 1. GED/Diploma - Yes 2. Preferred Bachelor’s Degree any field - Yes 3. CEFR Proficiency - B2 4. Work experience (in years) in Content Moderation - 1.5 to 3 5. Industry Awareness - Intermediate Attribute Name & Proficiency Level 1. Industry Awareness - Intermediate 2. Critical/Logical Thinking - Advanced 3. Written and verbal communication - Proficient 4. Reading Comprehension - Advanced 5. Problem solving & escalation management - Advanced 6. Computer Literacy / Typing Skills - Intermediate 7. Conversation Management - Intermediate 8. Stakeholder Management - Intermediate 9. Attention To Detail - Advanced 10. Writing Composition - Proficient 11. Multi-tasking - Intermediate 12. Resiliency - Advanced 13. Dilligence - Proficient
Roles and Responsibilities: •1. Monitor and evaluate content generated from multiple team ((Tier 1, 2, 2.5, Executives)) for compliance with community guidelines, policies, and legal requirements 2. Critically analyze multiple factors and policies in order to develop a summary of enforcement on policy gap area decisions and collaborate with cross-functional resources to bring issues to resolution quickly and efficiently. 3. Use in-depth knowledge of community guidelines and policies to make informed decisions about content 4. State updated with relevant regulations governing online content e.g child protection laws, data protection regulations. 5. Perform Content reviews and research to provide effective guidance to multiple teams via consultations 6. Identify needs and collaborate on projects to improve support tools and processes Ideal Candidate : 1. Demonstrated history of driving initiatives, taking ownership and managing executive stakeholders 2. Has the ability to see the larger to picture to recognize when items need to be escalated 3. Proven track record of being adaptable in a fast paced environment 4. Taking ownership of mistakes and apply lessons learned 5. Interest in the content moderation space (passion for hate or child safety work preferred) 6. Demonstrated ability to handle egregious continent in prior roles