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?
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 job 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.

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 mo

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 adheredThe Content Moderation team focuses on reviewing photos, videos, and text-based content and make judgments as to whether reviewed content is in violation of our Client s terms of services. They review content that may be sensitive in nature. They ensure every piece of content in violation of the client's terms of services is accurately identified and flagged for action in a timely manner.



What are we looking for?

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 enti

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 o

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

Review, compare, validate, 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

Serve as an advocate for the user community

Participate in process improvement initiatives that improve quality a


Roles and Responsibilities:

In this role you are required to do analysis and solving of increasingly complex problems

Your day to day interactions are with peers within Accenture

You are likely to have some interaction with clients and/or Accenture management

You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments

Decisions that are made by you impact your own work and may impact the work of others

In this role you would be an individual contributor and/or oversee a small work effort and/or team

Please note that this role may require you to work in rotational shifts, rotational week off also it will be 100% Work from Office


Qualifications

Any Graduation