Capability Development - Instructor-Led Training (ILT)
Management Level - Senior Analyst
Years of Experience:
5 to 8 years
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 defence by helping improve the quality and safety of online content
while gaining hands-on job experience. You will deliver value to our clients, while making a larger
impact on society. You will be responsible for analysing and reviewing user profiles, audio, videos,
and textbased 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 user 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 job 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?
• Adaptable and flexible Bachelor's degree in a relevant field (e.g., Business, Education, or Quality
Management). ? Proven experience in quality assurance and training, preferably in a leadership role.
? Strong knowledge of quality management systems and methodologies. ? Excellent communication
and presentation skills. ? Proficiency in using training and quality monitoring tools and software. ?
Exceptional analytical and problem-solving abilities. ? Leadership and team management skills. ?
Ability to work collaboratively and adapt to changing priorities. Content Moderation: Understanding of
content moderation guidelines and policies specific to the platform or industry. Familiarity with
various types of online content, including text, images, videos, and audio. Policy Interpretation:
Ability to interpret and apply content moderation policies consistently and accurately.
• Communication Skills: Excellent verbal and written communication skills to deliver engaging
refresher sessions. Active listening skills to understand reviewer questions and concerns. Engage in
client discussion for process improvement sessions.
• Quality Assurance: Knowledge of quality assurance processes and best practices for maintaining
content standards. Proficient in Ms Excel/PPT/Word and/or Google Sheets/Docs/Slides with
advanced skills to create reports. Data analysis skills to interpret quality metrics and make datadriven improvements. Conduct RCA, provide feedback, manage coaching logs.
Roles and Responsibilities
• Supervise and lead a team of Quality Assurance Analysts. ? Develop,
implement, and maintain quality assurance standards and processes. ? Conduct regular quality
assessments and audits of products, services, and processes. ? Identify areas for improvement and
work with relevant departments to implement corrective actions. ? Compile and analyze quality data
to provide insights and recommendations for improvement. ? Ensure compliance with industry
regulations and quality standards. Training and Development: ? Collaborate with department heads
to identify training needs and objectives. ? Design, develop, and update training materials and
programs. ? Deliver training sessions to employees and track their progress. ? Mentor and coach
team members to enhance their skills and knowledge. ? Monitor the effectiveness of training
programs and make adjustments as needed. ? Stay up-to-date with industry trends and best
practices to continuously improve training methods. Team Leadership: ? Provide guidance, direction,
and feedback to the Quality and Training team. ? Set performance goals and objectives for team
members and conduct regular performance evaluations. ? Foster a positive and collaborative team
environment. ? Handle escalated issues and resolve conflicts within the team. ? Ensure that team
members are adequately trained and equipped to perform their roles effectively. Documentation and
Reporting: ? Maintain comprehensive records of quality assessments, training sessions, and
performance metrics. ? Prepare and present regular reports on quality and training initiatives to
management. ? Generate insights and recommendations based on data analysis. Continuous
Improvement: ? Identify opportunities for process improvements related to quality and training. ?
Collaborate with cross-functional teams to implement efficiency-enhancing initiatives. ? Stay
informed about industry best practices and emerging technologies in quality assurance and training.