Service Delivery Operations Senior Analyst - Team Lead

#LI-EU

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 training 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.

Key Duties and Responsibilities:

Performing quality audits

Root cause analysis of the errors (audits and collections)

Performing collections (for NJs and low performers)

Coaching and mentoring of the Ops analysts (based on errors: in audits and collections, disputes, on the floor shadowings etc.)

Quality-related calls (AofA, potential markets’ calls etc.)

Taking part in Ops team huddles (as per business needs)

Generating and implementing ideas for improvement of the market’s quality (standard and out-of-the-box)

Subject matter expert in chosen policy/workflow

Deliver process/product/policy training in classroom/online environment.

Develop and deliver training courses for different trainees/markets/products.Identify and assess training needs of the team to bridge any process/policy gaps for better performance and understanding about the policy.

Work with operations team to achieve top performance, including group coaching, bottom performers identification and training.