DE030468-Quality Auditing Manager
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POSITION TITLE: Quality Auditing Manager
WORK SETUP: Return to Office
OVERALL PURPOSE:
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 the quality assurance of Content Moderation whose role includes 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.
RESPONSIBILITIES:
• Assess the quality of analysts on the project.
• Meet volume and quality targets for all quality assurance audits.
• Develop and maintain knowledge of client and their business needs processes.
• Develop and maintain an understanding of client Service Level Agreements and the department's key performance requirements.
• Develop and maintain product, industry, and business and professional skills by participating in on-the-job and classroom training.
• Participate in process calibration sessions with clients and cross-vendors.
• Take accountability for effectively handling escalations.
• Identify root causes for business-related issues and recommend solutions to improve overall client satisfaction.
• Assist with monitoring and tracking incidents to ensure timely resolution.
• Deliver individual and group feedback, provide coaching sessions, motivating, and encouraging analysts to improve performance.
• Managing the end-to-end Quality, Training & Policy (QTP) strategy and execution for site
• Responsible for the performance of the QTP Teams across sites & regions
• Define and execute standard documentation strategy for QTP function ensuring qualitative and quantitative metrics (as agreed with Client) are defined for the success of each function
• Define and execute measurement strategies for functional scorecards within Service Site
• Engage with QTP & operations team across sites to ensure processes continue to meet business outcomes
• Communicate critical feedback and best practices from all markets to site delivery teams
• Enable change management execution for routine changes across multiple regions within their specific Service Site
• Improve, align, and maintain processes across functional skills of quality, training and policy center of excellence across multiple regions within their specific Service Site
• Monitor performance through metric review and statistical inference to drive improvement
• Provide recommendations to Client for re-engineering existing processes which are broken or not delivering results for scaled review
• Orchestrate cross-functional role within Service sites to aid business metric achievement
• Establish and provide functional skill development strategies within Service Site sites to attract and retain the best talent
• Establish governance engagements within Service Site sites and across· Client groups to communicate execution strategy and provide progress
• Engage with Client counterparts on regular frequency to drive partnership and collaboration
OTHERS:
Project Shift Schedule: Rotation
Project Rest Day: Rotation
Project/Team Location: Quezon Cyberpark Tower 1
Quezon City
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
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We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
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