Trust & Safety Analyst

Skill required: User-Generated Content Moderation - Content management
Designation: Trust & Safety Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 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 699,000 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? 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 Moderation analyst will be a supportive role who has a strong understanding of policy and helps with coaching & supporting other agents whenever required. They will be interacting with the Team leads to support their daily activities like huddles, calibrations and performance management of the team and will be responsible to ensure their performance KPIs are achieved. 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. • 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
What are we looking for? • Strong coping, emotional resilience, and stress-management skills • Excellent comprehension, communication skills • Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies • Strong attention to detail • Comfort synthesizing and analyzing information from multiple streams • Strong critical thinking and decision-making skills • Excellent communication and interpersonal skills • Must possess logical reasoning, troubleshooting skills and problem-solving skills • Strong organizational and analytical skills • Demonstrated capacity for critical thinking • Highly organized, detail oriented and result focused • Excellent time management • Good research skills • Masters/Bachelor’s degree or equivalent • Preferred to have Lean, Six Sigma • Preferred to have relevant certification as Operations Analyst • Overall 5+ years of experience required in operations domain • 2+ years of experience as an operations analyst or in a similar position • Flexibility and availability for rotational shifts and week offs to cover hours of operations • Knowledge of social media and the technologies that support it • Familiarity with internet policy and content moderation environments • Strong written and spoken communications skills • Ability to work flexibly and to exercise good judgement in a high-pressure environment • Comprehensive knowledge of tools, concepts, and associated methodologies of QA • Experience in metric driven rigorous process for an operations service • Experience in Monitoring and analyzing reports and making recommendations on actions (Good to have) • Superior time management skills and ability to meet deadlines with minimum supervision • Experience using Microsoft Office (Outlook, PowerPoint, Excel, Word) • Willingness to work with sensitive issues, including but not limited to: • Adult content, Religious and philosophically sensitive issues, alcohol, tobacco, weapons, and other potentially offensive products.
Roles and Responsibilities: • Develop and maintain agent schedules based on forecasted staffing requirements. • Collaborate with Operations to manage shift bids, PTO requests, and schedule changes. • Analyze intraday, daily, and weekly data to identify scheduling gaps and recommend staffing adjustments. • Coordinate and plan for holidays, special events, training sessions, and other non-productive time (NPT). • Track and report on Scheduling Coverage, Forecast accuracy etc. • Maintain clear and timely communication with relevant stakeholders regarding staffing and schedule changes. • Flexible to work rotational shifts and week offs. • Prepare and present WFM reports and insights to stakeholders and leadership teams. • Drive continuous improvement in WFM processes, tools, and systems.

Any Graduation