Trust & Safety Associate

Skill required: User-Generated Content Moderation - Content management
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 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? 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. 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. • 2+ years of experience in content policy, fraud, anti-abuse operations, or other related areas • Flexibility and availability for rotational shifts and week offs to cover hours of operations • Passion for keeping platform users safe while protecting free speech • Knowledge of social media and the technologies that support it • Familiarity with internet policy and content moderation environments • Strong written and spoken communications skills. Ability to work flexibly and to exercise good judgement in a high-pressure environment. • Well-developed sense of urgency and follow through.
What are we looking for? • Bachelor’s degree or equivalent • Prior work experience in social media – Content review • Basic knowledge about the computer and internet • Must possess logical reasoning, troubleshooting skills and problem-solving skills • Self-learner (willing to learn about the latest technologies) • High attention to details • Analytical and reporting skills • Good research skills • Good time management (including down time) and ability to meet tight deadlines • Strong coping, emotional resilience, and stress-management skills • Excellent comprehension, communication 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
Roles and Responsibilities: • 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 • Research and resolve all issues related to spam, account takeover, and terms of service violations • Review web sites/ ad Creative/ video for content quality based on Content Guidelines • Interpret and enforce content policies • Thoroughly check ad content for quality and accuracy • Understand and remain up to date with client policies and guidelines; resolve inquiries according to defined policies and procedures • Able to manage internal escalations received for fraud and all other disputes • Remain up to date on key workflow changes, operational guidelines, and policy updates • Effectively identify problems and issues by performing relevant research using the appropriate tools • Communicate effectively and concisely with the stakeholders • Help members of the Supplier team to understand the team s vision, mission and strategy and helps them align their work to those • Execute independently with an understanding of business and operations objectives of the client • Knowledge of general data analysis tools and is capable of basic use of analysis tools to gather and review data • Thought-leader and go-to person for trend analysis and efficiency gains by the Supplier team and cross-functional stakeholders • Provide feedback and suggestions to management regarding necessary changes and updates; including but not limited to policies, technical issues • Maintain and promote a positive attitude while meeting productivity, quality and other KPIs • Act as subject matter expert, support, coach, mentor new joiners • Monitor chat to respond to questions, escalations and spot behaviors work practices that need to be addressed in real-time • Participate in bi-weekly calibration/policy discussion with the client • Conduct error coaching sessions with reviewers on a weekly basis • Collate error trends in the team and address systemic problems through a huddle when needed • Ensure that analysts are aware of the performance tools and facilitate dispute process • Support backlog reduction efforts if needed