Trust & Safety Associate

Skill required: User-Generated Content Moderation - Content management



Designation: Trust & Safety Associate



Qualifications:Any Graduation



Years of Experience:1 to 3 years



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 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.

2+ years of experience in content policy, fraud, anti-abuse operations, or other related areas

Flexibility and availability for rotational shifts and week offs to cover hours of operations

Passion for keeping platform users safe while protecting free speech

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.

Well-developed sense of urgency and follow through.



What are we looking for?

Bachelor's degree or equivalent

Prior work experience in social media – Content review

Basic knowledge about the computer and internet

Must possess logical reasoning, troubleshooting skills and problem-solving skills

Self-learner (willing to learn about the latest technologies)

High attention to details

Analytical and reporting skills

Good research skills

Good time management (including down time) and ability to meet tight deadlines

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


Roles and Responsibilities:

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

Research and resolve all issues related to spam, account takeover, and terms of service violations

Review web sites/ ad Creative/ video for content quality based on Content Guidelines

Interpret and enforce content policies

Thoroughly check ad content for quality and accuracy

Understand and remain up to date with client policies and guidelines; resolve inquiries according to defined policies and procedures

Able to manage internal escalations received for fraud and all other disputes

Remain up to date on key workflow changes, operational guidelines, and policy updates

Effectively identify problems and issues by performing relevant research using the appropriate tools

Communicate effectively and concisely with the stakeholders

Help members of the Supplier team to understand the team s vision, mission and strategy and helps them align their work to those

Execute independently with an understanding of business and operations objectives of the client

Knowledge of general data analysis tools and is capable of basic use of analysis tools to gather and review data

Thought-leader and go-to person for trend analysis and efficiency gains by the Supplier team and cross-functional stakeholders

Provide feedback and suggestions to management regarding necessary changes and updates; including but not limited to policies, technical issues

Maintain and promote a positive attitude while meeting productivity, quality and other KPIs

Act as subject matter expert, support, coach, mentor new joiners

Monitor chat to respond to questions, escalations and spot behaviors work practices that need to be addressed in real-time

Participate in bi-weekly calibration/policy discussion with the client

Conduct error coaching sessions with reviewers on a weekly basis

Collate error trends in the team and address systemic problems through a huddle when needed

Ensure that analysts are aware of the performance tools and facilitate dispute process

Support backlog reduction efforts if needed


 
Qualifications 

Any Graduation