Skill required: User-Generated Content Moderation - Content Moderation
Designation: Trust & Safety 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? 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 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. "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 individual may be exposed to flashing lights or contrasting light and dark patterns. 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. " "Excellent comprehension, communication, and English skills. Strong investigative and analytical skills. Excellent Decision making skills -independent and within sub-groups. Good knowledge of social media, associated technologies and online trends. Can critically assess content strictly against client guidelines. Previous content review experience. Previous legal experience/studies or experience with legal processes. The applicant should have exemplary experience providing email assistance. The team is looking for an intelligent, resourceful, detail-oriented candidate for a legal process support role. The person will be responsible for reviewing content on the internet to make sure it does not violate client policies or legal regulations. A Tier 3 Copyright, should possess an understanding of the aspects of copyright law and client policies that apply
What are we looking for? "Other Duties Assigned/Identified Creation and checking of quality evaluations. Review and checking of questions escalated to the client before submission. Building best practices and contributing to process improvement. Supporting the T2 ramp-up process. Ticket review and feedback. Handling other high-touch review requests. Manage litigation requests Priority Skill Content Moderation Prerequisites Maintain an average Quality score of 96% for the last four targeted cycles (not statistical samples). Participate & meet the Calibration process – Details 3 weeks of training with identified Quality Analyst, including working & reviewing tickets from T2/T3 queues Progress evaluated to track progress from readiness standpoint Successfully complete & achieve calibration score of 98% of higher [No Exception] Initiate no more than one critical issue requiring a Root Cause Analysis (RCA) per 90-day period" Consistent high quality in performance. Excellent knowledge of Copyright law and our enforcement guidelines. A questioning mindset – the ability to search for, evaluate, apply, and disseminate applicable knowledge. Strong communication skills and the ability to coach and mentor agents to improve quality scores. Attention to detail is essential to ensure the quality of work execution. Strong analytical, problem-solving, and troubleshooting skills. Excellence in prioritizing tasks and acting under your own initiative. Good knowledge of Applications, Slides, Sheets, and Docs. Professional Skill Requirements Results and detail oriented. Strong written and verbal communication skills. Outstanding interpersonal skills and a dedication to integrity. Ability to critically assess content rigorously against client guidelines. "
Roles and Responsibilities: •"Make Your Own Discoveries: Develop a deep understanding of the Tier 3 role, copyright laws, and client guidelines. Become an expert in handling complex issues related to potential lawsuits. Provide candid and solution-focused feedback, communicating our client s needs for process improvement. Identify Workflow Stoppages: Recognize and promptly escalate workflow stoppages to client FTEs while keeping abreast of open bugs. Communicate the impact of workflow stoppages and updates on bug fixes to the operations team. Take Ownership: Provide the highest level of service to our clients by understanding their needs and determining the appropriate course of action to enhance knowledge. Utilize your expertise to resolve internal escalations, lead forums and co-working sessions, and present at internal escalation meetings as needed. Identify and address knowledge gaps in training materials. Embrace Change as an Opportunity: Work in a fast-paced environment, ready to step outside your comfort zone to gain new experiences that help scale our Tier 1 and Tier 2 teams. Maintain a results-focused approach, consistently striving to improve your performance against goals and deliver high-quality service. Offer and Ask for Help: Support new team members as they learn about our products and processes. Share your knowledge and empower your peers, and don t hesitate to seek assistance when needed. Support Roles: T3 agents are expected to work in one of three support roles: QA (Quality Assurance), Trainer, or Subject Matter Expert (SME) as needed. "
Any Graduation
