Service Delivery Ops Specialist

Skill required: Trust & Safety - Content management


Designation: Service Delivery Ops Specialist


Qualifications:Any Graduation


Years of Experience:7 to 11 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.You will be responsible for leading a team of Content Moderators whose role is 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 user 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 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.


What are we looking for?
As the Content Review Lead, your primary purpose is to oversee and guide a team of content reviewers in their efforts to maintain a safe and positive user experience on the platform.You will play a crucial role in upholding our community guidelines, policies, and legal standards by ensuring that all user-generated content complies with client regulations. Your leadership will be instrumental in fostering a high-performing team that effectively and efficiently moderates content, identifies potential risks, and takes appropriate actions to uphold the integrity of the platform.In your role as a lead, you may also be expected to analyze and review user profiles, audios, videos, and text-based content and/or investigate the escalated flags and/orresolve issues that are reported.DUTIES AND RESPONSIBILITIESKey Responsibilities and Objectives:

Team Management:Lead and support a team of content reviewers, setting clear expectations and providing ongoing coaching and feedback.Foster a collaborative and inclusive team environment that encourages open communication and professional growth.

Business Operator:Oversee content review processes, ensuring that all user-generated content is promptly and accurately reviewed according to established guidelines.Make well-informed decisions on escalated or sensitive content cases, adhering to company policies and legal requirements.

Quality Assurance:Implement quality control measures to ensure consistent and accurate content moderation results.

Training and Development:Identify individual and team development needs and provide continuous learning opportunities.

Policy Adherence:Collaborate with relevant stakeholders to ideate. Ensure that the content review team adheres to these policies and stays up-to-date with changes and developments.

Performance Reporting and Analysis:Generate regular reports on content review metrics, trends, and key performance indicators (KPIs). Utilize data-driven insights to improve content review processes

Roles and Responsibilities: The following skills are required to perform this role-

Strong coping, emotional resilience, and stress-management skills

Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies.

Problem-solving & Decision Making- Strong analytical and critical thinking abilities to identify challenges, analyze data, and devise effective solutions to address complex issues. Sound judgment and the capability to make timely andinformed decisions, considering the potential impact on the organization and stakeholders

Communication- Excellent verbal and written communication skills to convey ideas, instructions, and information clearly and effectively to team members, superiors, and other stakeholders. Excellent negotiation, influence, mediation, and conflict management skills

Conflict resolution- Proficiency in resolving conflicts and handling difficult situations with diplomacy and professionalism.

Adaptability- Comfort synthesizing and analyzing information from multiple streams. Show agility while managing changing circumstances, adapt to new technologies, and navigate through evolving business environments.

Relationship building- Skill in building and maintaining strong professional relationships with clients, customers, vendors, and other external partners.

Time management- Effective time and task management abilities to prioritize workloads, meet deadlines, and maintain a high level of productivity.

Financial acumen- Understanding of financial principles, budgeting, forecasting, and cost management relevant to the specific role.

Creativity and innovation- Ability to think creatively, generate new ideas, and innovate solutions to improve processes or drive business growth.

People Management- Collaborative attitude to work effectively with team, colleagues, superiors, and subordinates fostering a positive and productive team culture. Display high level of Emotional Intelligence and ability to empathize with and understand emotions.

 Qualifications 
Any Graduation