Quality Auditing Senior Manager

Skill required: Trust Safety - Content management

Designation: Quality Auditing Senior Manager

Qualifications:Any Graduation

Years of Experience:16 to 25 years

What would you do 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 Accentures well-being support program, designed specifically for the Trust Safety community, provides valuable skills to promote individual and collective well-being.

What are we looking for Content Moderation: Understanding of content moderation guidelines and policies specific to the platform or industry. Familiarity with various types of online content, including text, images, videos, and audio. Policy Interpretation: Ability to interpret and apply content moderation policies consistently and accurately.
Communication Skills: Excellent verbal and written communication skills to deliver engaging refresher sessions. Active listening skills to understand reviewer questions and concerns. Engage in client discussion for process improvement sessions.
Quality Assurance: Knowledge of quality assurance processes and best practices for maintaining content standards. Proficient in Ms. Excel/PPT/Word and/or Google Sheets/Docs/Slides with advanced skills to create reports. Data analysis skills to interpret quality metrics and make data-driven improvements. Conduct RCA, provide feedback, manage coaching logs.
Cultural Sensitivity and Resilience: Awareness of and respect for diverse cultures, backgrounds, and perspectives in training delivery. Strong coping, emotional resilience, and stress-management skills.
Data Analysis: Basic data analysis skills to identify trends, patterns, and areas of improvement, using MS Excel or Google sheets. Capability to assess the potential risks associated with various types of content via data analysis
Attention to Detail: Keen eye for identifying inappropriate, offensive, or harmful content.
Decision Making: Skill in making well-informed and consistent content approval or rejection decisions.

Roles and 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 department s key performance requirements
Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on the job and classroom trainings
Participate in Process Calibration sessions with Clients and Cros Vendor
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 sesions, motivating, and encouraging analysts to improve performance.
Responsible for Quality Audits ensuring service meets the Client and Org Goals and standards of quality.
Need to enforce the defined policy guidelines for al workflows assigned under Content Moderation scope.
Need to ensure timely Quality insights are shared to drive proces improvements
Should ensure timely feedback and individual performance development is tracked and reported
Should work with core Operations Team and drive over all quality standards defined as per the process


Qualification Any Graduation