Skill required: Trust & Safety - Content management
Designation: Instructor Analyst
Years of Experience:3 to 5 years
Language - Ability:English - Proficient
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 699,000 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? 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 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.
What are we looking for? •Functional Skills
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.
Excellent verbal and written communication skills to deliver engaging training sessions.
Active listening skills to understand trainees' questions and concerns.
Ability to deliver dynamic and interactive presentations that keep trainees engaged.
Effective use of visual aids and technology to enhance training delivery.
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.
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.
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.
Roles and Responsibilities: •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.