Trust & Safety Senior Analyst

Role Description

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 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. 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.

Role Details

• 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
• Serve as an advocate for the user community
• Participate in process improvement initiatives that improve quality and efficiency of work
• Participate in continuous training programs and workgroup discussions for optimal development in the role
• Engage in conversation around socially sensitive topics with the purpose of keeping our communities safe
• Supports team manager and performs management duties when manager is absent or out of office 
• Demonstrates speed, agility, critical-thinking, and problem-solving skills in their work and an ability to ramp up quickly 
• Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks 
• Focuses, motivates and inspires the team in a goal and results orientated way by driving optimum individual and team performance in order to deliver against agreed KPIs and targets. 
• Assists management with hiring processes and new team member training 
• Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance 
• Communicates deadlines and goals to team members 
• Develops strategies to promote team member adherence to company regulations and performance goals 
• Works on developing, measuring, and documenting improved efficiencies in workflow and system processes 
• Conducts team meetings to update members on best practices and continuing expectations 
• Delivers 1:1 conversations with Team members to address performance, work on development and any other item 
• Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines 
• Interacts with Client answering enquiries and effectively handling Client’s ad-hoc tasks 
• Works with flexibility to ensure achievement of SLA and Client’s satisfaction