Trust & Safety Senior Analyst

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?

Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies and other organizations. The Trust and Safety (Content Moderation and Responsible AI) offering(s) within Accenture helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses.

Accentures Trust & Safety team, serves as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience. They often systematically test, evaluate, and challenge AI systems and platforms to improve the integrity, quality and safety of content, including generative AI. 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 andor investigating, escalating andor resolving issues that are reported by users or flagged by the system. Due to the nature of the role, you may be exposed to objectionable or disturbing content flashing lights or contrasting light and dark patterns.

What are we looking for?

"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.

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.

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

Qualification
Any Graduation