Trust & Safety Analyst_Ilocos

WORK SETUP: Return to Office

OVERALL PURPOSE:
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 Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.

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 the department's key performance requirements.
• Develop and maintain product, industry, and business and professional skills by participating in on-the-job and classroom training.
• Participate in process calibration sessions with clients and cross-vendors.
• 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 sessions, motivating, and encouraging analysts to improve performance.
• Functions as 1st level of escalation in terms of Quality performance and reports.
• Performs regular Quality audits based on accepted standards in sampling to ensure delivery is consistent and at par with client standards.
• Provide real time notification to front line processors / agents on observations gathered from monitoring
• Facilitates Calibration sessions with the Operations team and the Client
• Generates timely and accurate reports wherein daily, weekly and MTD scores are available on an agent, team and SOW level
• Assists in implementing plans and strategies designed and developed for rolling-out quality initiatives to the operations team
• Conducts Weekly/Monthly business reviews with stakeholders on overall Quality and CSAT performance.

OTHERS:
Project Shift Schedule: Rotation
Project Rest Day: Rotation
Project/Team Location: San Nicolas Valdez Center Bldg. A

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.