Service Delivery Ops Senior Analyst

Skill required: Trust & Safety - Content management



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 defence 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 analysing 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, 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 Content Management team focuses on organizing, categorizing, auditing and publishing content and information with the help of specific tools and channels, for use by different groups and individuals. They are also responsible for auditing and ensuring quality of online content by flagging risks and providing clear feedbacks on errors. The team is responsible for managing the content on websites, social media pages, email campaigns, and responses.



What are we looking for?

Client Communication

Client Management

Client Meetings

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.


Roles and Responsibilities:

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 and identify areas for enhancement.

Risk Management:Identify potential risks related to content on the platform and proactively implement measures to mitigate these risks.Stay informed about industry best practices and evolving content-related challenges.

Cross-functional Collaboration:Collaborate with other teams to align on review practices with broader company objectivesThe 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 and informed decisions, considering the potential impact on the organization and


Qualifications

Any Graduation