Quality, Training and Policy Lead with English

Quality, Training and Policy Lead

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.  

DUTIES AND RESPONSIBILITIES:
➢ Course correct non-performing metrics and analysts through root cause analysis and solid action
planning
➢ Identify improvement opportunities in workflows and suggest solutions. Create a culture of innovation
➢ Scorecard review & action plan
➢ Align with QTP site lead, global lead and service delivery lead on strategy for execution
➢ Motivate and strategize on efficiency, productivity and consistency targets
➢ Identify Milestones, scope, dependencies, issues, risk and success for QTP projects
➢ Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures
achievement of key performance indicators/project milestones.
➢ Review and control execution of standard processes across Quality, Training & Policy while engaging
functional strengths for business benefit
➢ Conduct researches, studies and data analysis to conceptualize proposals for improving business metric
in collaboration across teams
➢ Establish professional and career development programs for internal resources
➢ Provide recommendations to re-engineer existing processes
➢ Engage with internal and client stakeholders to ensure required resources and available and
strengthened for achieving goal