Skill required: Trust & Safety - Quality Management
Designation: Quality Auditing Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 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 784,000 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 www.accenture.com
What would you do? • Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses • You will be responsible for the quality assurance and safety of the work performed by Trust and Safety resources whose role includes analyzing, working with, viewing and proactively engaging with user profiles, audio, videos, and text based content andor investigating, escalating andor resolving issues that are reported by users or flagged by the system. • The Trust and Safety team evaluates AI systems to ensure internet safety, which involves potential exposure to disturbing, violent, or graphic content. Strong resilience and coping skills are essential. To support employee health, active participation in Accentures dedicated Trust and Safety wellness program is required, offering essential resources to promote personal and collective well being
What are we looking for? • Manage a team conducting content moderation, quality audits, and responsible AI LLM prompt evaluations. • Enforce client policies, analyze multi-stream data, and share insights to drive process improvements. • Investigate complex Trust & Safety issues and adapt to evolving guidelines. • Key Requirements • High emotional resilience, stress management, and objective decision-making free of personal bias. • Excellent communication, critical thinking, and strong attention to detail.
Roles and Responsibilities: • As a Quality Team Lead, you will drive operational excellence by managing a team of content moderation analysts, enforcing policy guidelines, and ensuring all deliverables meet client standards and organizational benchmarks. • Deliver individual and group coaching sessions to motivate analysts and elevate team performance. • Track performance development, document progress, and provide timely, actionable feedback. • Manage analyst daily workflows to maintain high quality and productivity across the team. • Conduct regular quality audits to ensure strict adherence to defined Content Moderation policy guidelines, client SLAs, and organizational quality standards. • Consistently hit targeted audit volumes and quality key performance metrics. • Maintain up-to-date product, industry, and process knowledge through continuous training. • Represent the team in Process Calibration sessions alongside Clients and Cross-Vendor partners to align on quality standards. • Serve as the primary escalation contact, taking direct accountability for resolving complex quality issues effectively. • Build deep subject matter expertise around client business needs, SLA requirements, and operational goals. • Conduct root cause analysis on quality variances and implement solutions to boost overall client satisfaction. • Provide timely quality insights and trend analyses to the core Operations team to drive end-to-end process enhancements. • Track and monitor incidents to ensure swift resolution and prevent recurring failures.
Any Graduation
