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Service Delivery Ops Analyst-Content Management

Hyderabad Job No. aioc-s483513 Full-time
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Please be informed that at any given point in time, you can only have one "Active" application.

Please be informed that at any given point in time, you can only have one "Active" application.

Job Description

Skill required: Trust & Safety - Content Moderation
Designation: Management Level - Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 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
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. Content moderators serve as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience. You will continuously deliver value to our clients, while making a larger impact on society. 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. Content moderation is meaningful work that may be challenging at times. In the context of this role, individuals may directly or inadvertently be exposed to potentially objectionable and sensitive content and will 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 execute the responsibilities of their roles. 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. Due to the nature of the role, the user may be frequently exposed to flashing lights or contrasting light and dark patterns.
What are we looking for? Sound coping, emotional resilience, and stress-management skills Excellent comprehension, communication, and (insert language) skills Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies Strong attention to detail Comfortable synthesizing and analyzing information from multiple streams Strong critical thinking and decision-making skills •Deep familiarity and passion for the internet, internet platforms, and internet culture High affinity and cultural awareness of political and social situations regarding the relevant market and region that will be supported Ability to work well on a team and individually Ability to work differing work rotations/shifts and non-standard work hours Flexible in meeting changing business needs in a fast-paced environment Commitment to quality, efficiency, and effectiveness Previous business process outsourcing, customer service, or content moderation experience is a plus People Management skills Roster Adherence / Management Problem Solving skills Conflict Management Decision Making skills Attention to Details Good Presentation skills Reporting & Data Management skills
Roles and Responsibilities: Lead a team of ~25 Reviewers / Associates Conducting daily Pre-Shift and Post shift huddles, covering all important points pertaining to Performance / Process updates / Org Level initiatives etc. Guide the team daily on how to manage their day-to-day task with efficiency. Lead the team to achieve all the SLA’s and KPI’s as defined by the process / Client Conduct periodic performance reviews Monthly / Quarterly & Yearly for entire team and initiate Corrective Action Plan or Performance Improvement Plan whenever required Work with trainers on TNI - Training Need Identification & TNA - Training Need Assessment and share the plan with trainers to schedule trainings. Work with the Quality Analyst to identify areas of improvements / process gaps and ensure corrective actions are taken Creating SOP’s and process documentation on all client deliverables Conduct monthly 1o1 connects with team members, to understand individual Performance / Grievance / Career aspiration and area of interest and provide coaching as per areas of improvement and aspiration. Publish Daily / Weekly & Monthly Employee & SLA performance report Provide insights for WBR and MBR decks. Should actively share information with direct reporting manager on Early warning signals of potential attrition. Effectively manage daily shrinkage with a Planned approach of having Leave management system for the team Accurate tracking of Attendance for the team for billing purpose Fortnightly Time sheet validation for the entire team should be done with 100% accuracy Follow and guide the team on all Security / Client Data protection related actions •Organize, categorize, and publish content and information using specific tools and channels 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 within agreed-upon turnaround times and standards of quality Serve as an advocate for the user community


Any Graduation

Please be informed that at any given point in time, you can only have one "Active" application.

Please be informed that at any given point in time, you can only have one "Active" application.

What people are saying about us

"Best Company to work with"

Current Employee - Software Test Engineer in Bangalore


Pros: best work place, flexible timing, work from home

Cons: Work life balance depends upon the project. Full Review



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