Service Delivery Ops Senior Analyst

Skill required: User-Generated Content Moderation - Content Moderation


Designation: Service Delivery Ops Senior Analyst


Qualifications:Any Graduation


Years of Experience:5 to 8 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.Content moderators serve as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience. You will deliver value to our clients, while making a larger impact on society.Identify the spam content to provide genuine search results. Help the victims to remove their explicit videos / Photographs from global sites. Remove the Personal Identifiable information reported by the user from various search results.Addressing ad blocking through improving ad experiences across the web.Review websites, product listings and merchant center accounts to ensure compliance with the Google Shopping policies and quality standards?.Review web pages and tag the Landing Page based on the content on the page for Google to display the right content to the relevant audience.Review YT videos and decide whether it can be monetized.Authorization specialist will work on Trademark related complaints based on the Trademark Policy, counterfeit goods & services either will process the Complainant/TM Authorization or will pushback & escalate the complaints in case we have any grey area cases/concerns. Once the complaint is processed the Trademark will be blocked from the Search Engine.The purpose of the job is to handle the team of Reviewers, provide coaching/feedback based on the performance/career growth. A Team Leader oversees a team size ~25 employees and motivates them to do their job efficiently to have optimum performance in the process. Provide daily objectives, develop reward systems to recognize and appreciate good performance which motivates employees. Assign all work schedules and commit the team to the deliver, manage the quality of the work and drive the people management activities within the team. Ensure all Governance check points are adhered.Note- The reported content could be sensitive or of graphic nature


What are we looking for?

Adaptable and flexible

Ability to work well in a team

Commitment to quality

Written and verbal communication

Problem-solving skills

The following skills are required to perform this role-

Resilience:oStrong coping, emotional resilience, and stress-management skillsoAbility to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies

Leadership and Management Skills:oStrong leadership qualities to guide and motivate team members.oAbility to delegate tasks effectively and manage workloads.oDecision-making skills to resolve conflicts and make tough choices.oTime management and organizational skills to prioritize tasks and meet deadlines.

Communication Skills:oExcellent verbal and written communication skills to convey information clearly and concisely.oActive listening skills to understand team members concerns and provide effective feedback.

Problem-Solving and Critical Thinking:oAnalytical skills to identify issues, assess situations, and find practical solutions.oAbility to think critically and make informed decisions under pressure.

Performance Management:oSkill in setting performance goals and monitoring team members progress.oCapacity to provide constructive feedback and coach team members for improvement.oAbility to conduct performance evaluations and implement

Roles and Responsibilities: Your role requires following responsibilities-

Conducting Huddles:Lead daily Pre-Shift and Post-Shift meetings to discuss Performance, Process updates, and Organizational initiatives.

Task Management Guidance:Provide daily guidance to team members on how to efficiently manage their day-to-day tasks.

SLA and KPI Achievement:Lead the team to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)/ Critical Performance Indicators (CPIs) defined by the process and the client.

Performance Reviews:Conduct regular performance reviews (Monthly, Quarterly, and Yearly)for the entire team and implement Corrective Action Plans or Performance Improvement Plans as needed.

Training and Quality Coordination:Collaborate with training team to identify Training Needs (TNI) and Assessments (TNA) and develop training plans for the team. Work with Quality Analysts to identify areas of improvement and process gaps, ensuring corrective actions are taken.

SOPs and Documentation:Create/ Manage Standard Operating Procedures (SOPs) and process documentation for all client deliverables. Partake in knowledge dissemination process

Individual Connects:Hold regular one-on-one meetings with team members to understand their performance, grievances, career aspirations, and interests, providing coaching and support accordingly.

Performance Reporting:

Reporting:Provide insights and data for Weekly Business Review (WBR) and Monthly Business Review (MBR) presentations. Publish performance reports on a Daily, Weekly, and Monthly basis.

Leave Management:Implement a planned approach for managing team shrinkage through a Leave management system.

Attendance Tracking:Accurately track team attendance for billing purposes.

Time Sheet Validation:Validate team time sheets fortnightly with 100% accuracy.

Security and Data Protection:Ensure adherence to all security and client data protection measures and guide the team in following required protocols

 Qualifications 
Any Graduation