Skill required: User-Generated Content Moderation - Content Moderation
Designation: Service Delivery Ops Senior Analyst
Years of Experience:5 to 8 years
Language - Ability:English - Expert
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 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.
What are we looking for? The following skills are required to perform this role-
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.
Strong knowledge of content policies, community guidelines, and online safety practices
Leadership and Management Skills:
Strong leadership qualities to guide and motivate team members.
Ability to delegate tasks effectively and manage workloads.
Decision-making skills to resolve conflicts and make tough choices.
Time management and organizational skills to prioritize tasks and meet deadlines.
Excellent verbal and written communication skills to convey information clearly and concisely.
Active listening skills to understand team members' concerns and provide effective feedback.
Problem-solving and Critical Thinking:
Analytical skills to identify issues, assess situations, and find practical solutions.
Ability to think critically and make informed decisions under pressure.
•Skill in setting performance goals and monitoring team members' progress.
Capacity to provide constructive feedback and coach team members for improvement.
Ability to conduct performance evaluations and implement performance improvement plans.
Technical / Domain Proficiency:
Strong understanding of the relevant business process and industry-specific tools.
Proficiency in using software and systems necessary for team operations.
Ability to analyze data and generate meaningful insights to drive performance improvements.
Capability to manage conflicts within the team and mediate disputes.
Skill in maintaining professionalism and promoting harmony in challenging situations.
Adaptability and Flexibility:
Openness to change and ability to adapt to evolving business requirements.
Roles and Responsibilities: Your role requires the following responsibilities –
Conducting Huddles: Lead daily Pre-Shift and Post-Shift meetings to discuss Performance, Process updates, and Organizational initiatives.
Task Management Guidance: Provide daily guidance to team members on how to efficiently manage their day-to-day tasks.
SLA and KPI Achievement: Lead the team to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)/ Critical Performance Indicators (CPIs) defined by the process and
Performance Reviews: Conduct regular performance reviews (Monthly, Quarterly, and Yearly) for the entire team and implement Corrective Action Plans or Performance Improvement Plans as needed.
Training and Quality Coordination: Collaborate with the training team to identify Training Needs (TNI) and Assessments (TNA) and develop training plans for the team. Work with Quality Analysts to identify areas of improvement and process gaps, ensuring corrective actions are taken.
SOPs and Documentation: Create/ Manage Standard Operating Procedures (SOPs) and process documentation for all client deliverables. Partake in the knowledge dissemination process.
Individual Connects: Hold regular one-on-one meetings with team members to understand their performance, grievances, career aspirations, and interests, providing coaching and support accordingly.
Reporting: Provide insights and data for Weekly Business Review (WBR) and Monthly Business Review (MBR) presentations. Publish performance reports on a Daily, Weekly, and Monthly basis.
Leave Management: Implement a planned approach for managing team shrinkage through a Leave management system.
Attendance Tracking: Accurately track team attendance for billing purposes.
Time Sheet Validation: Validate team time sheets fortnightly with 100% accuracy.
Security and Data Protection: Ensure adherence to all security and client data protection measures and guide the team in following required protocols.