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Agility Services - Content Review Associate (San Jose, CA - Bay Area/San Jose, CA / Bay Area)

Job Location: CA - San Francisco

Regional Description: West

Job Number: 00519034

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- Job description

Agility Services offers you the flexibility of fixed duration project-based work powered by Accenture, a leading global professional services company.    Accenture is consistently recognized on FORTUNE’s 100 Best Companies to Work For and DiversityInc’s Top 50 Companies for Diversity lists. 
 
As an Agility Services employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities.  In addition to delivering innovative solutions for Accenture’s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges.  You will receive competitive rewards and access to benefits programs and world-class learning resources. 
 
Location: Menlo Park Area
 
Hours: Varied
 
Role Overview
As a Content Review Associate, you will provide dynamic service and support in relation to the productivity and compliance requirements of our clients.  Dedicated to quality, you will use your problem-solving skills to continuously deliver value to our clients.  Content Review Associates will responsible for analyzing and reviewing user profiles, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported for account support.  Individuals may be exposed to potentially disturbing content, and will need a level of resilience and maturity.  We care for our employees’ safety and well-being and ensure that they have the support and resources needed to execute the responsibilities of their roles.
 
The work is based at the client premises and requires a distinct level of professionalism.  
 
Day-to-day responsibilities may include, but are not limited to:
  • Understand and remain up-to-date with client policies and guidelines
  • Review user reports regarding website content
  • Analyze and identify content that is not in compliance with requirements and flag for action in a timely manner
  • Make well-balanced decisions and help resolve inquiries according to defined policies and procedures
  • Serve as an advocate for the user community
  • Investigate and resolve issues that are reported on such as requests for account support and reports of potentially abusive content
  • Review the reported content within agreed turnaround times and standards of quality
  • Recognize trends and patterns, and escalate issues outside policy
  • Fulfill base productivity and quality requirements of the client
  • Respond to user inquiries with high quality, speed, empathy, and accuracy
  • Gather, analyze, and utilize relevant data to develop ways to improve overall user experience
  • Use market specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of user community
  • Identify inefficiencies in workflows and suggest solutions

Basic Qualifications

  • High School Diploma and a minimum of 6 months of experience in a professional or military setting
Preferred Skills / Experience
  • Active Social Media presence: Facebook, LinkedIn, Twitter, YouTube. Instagram, etc.
  • Proficiency in Microsoft software for office productivity, including Word, Excel, and PowerPoint
  • Experience with confidential information collection and management
  • Experience within a business process outsourcing environment or comparable service/process management environment
  • Knowledge of multi-cultural communications and cultural context in supporting other countries
 
Professional Skills
  • Excellent communication (verbal and written), facilitation and interpersonal skills
  • Passion for ensuring a world class user support experience
  • Quicker learner and adaptable to learn new processes, concepts, and skills
  • Excellent organizational and time management skills
  • Results-oriented, self-directed, and inquisitive
  • Strong attention to detail and a desire to deliver accurately, efficiently, and to a high standard
  • Knowledge of multi-cultural communications and cultural context in supporting other countries highly desirable
  • A reliable, proactive approach to entrusted tasks
  • Ability to work collaboratively and independently while managing multiple projects, assignments and/or responsibilities
  • Highly motivated with the ability to thrive in a fast-paced, high energy, and demanding team-oriented environment 
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).
 
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
 
Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.
 
Equal Employment Opportunity
 
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
 
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
 

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