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 areasFlexibility and availability for rotational shifts and week offs to cover hours of operationsPassion for keeping platform users safe while protecting free speechKnowledge of social media and the technologies that support itFamiliarity with internet policy and content moderation environmentsStrong 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 equivalentPrior work experience in social media – Content reviewBasic knowledge about the computer and internetMust possess logical reasoning, troubleshooting skills and problem-solving skillsSelf-learner (willing to learn about the latest technologies)High attention to detailsAnalytical and reporting skillsGood research skillsGood time management (including down time) and ability to meet tight deadlinesStrong coping, emotional resilience, and stress-management skillsExcellent comprehension, communication skillsAbility to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policiesStrong attention to detailComfort synthesizing and analyzing information from multiple streamsStrong critical thinking and decision-making skills
Roles and Responsibilities: Review, classify and/or remove content according to client guidelines, using specific tools and channelsUnderstand and remain updated on changing client policies and guidelinesInvestigate, resolve, and relay complex content issues to the broader Trust and Safety teamResearch and resolve all issues related to spam, account takeover, and terms of service violationsReview web sites/ ad Creative/ video for content quality based on Content GuidelinesInterpret and enforce content policiesThoroughly check ad content for quality and accuracyUnderstand and remain up to date with client policies and guidelines; resolve inquiries according to defined policies and proceduresAble to manage internal escalations received for fraud and all other disputesRemain up to date on key workflow changes, operational guidelines, and policy updatesEffectively identify problems and issues by performing relevant research using the appropriate toolsCommunicate effectively and concisely with the stakeholdersHelp members of the Supplier team to understand the team s vision, mission and strategy and helps them align their work to thoseExecute independently with an understanding of business and operations objectives of the clientKnowledge of general data analysis tools and is capable of basic use of analysis tools to gather and review dataThought-leader and go-to person for trend analysis and efficiency gains by the Supplier team and cross-functional stakeholdersProvide feedback and suggestions to management regarding necessary changes and updates; including but not limited to policies, technical issuesMaintain and promote a positive attitude while meeting productivity, quality and other KPIsAct as subject matter expert, support, coach, mentor new joinersMonitor chat to respond to questions, escalations and spot behaviors work practices that need to be addressed in real-timeParticipate in bi-weekly calibration/policy discussion with the clientConduct error coaching sessions with reviewers on a weekly basisCollate error trends in the team and address systemic problems through a huddle when neededEnsure that analysts are aware of the performance tools and facilitate dispute processSupport backlog reduction efforts if needed
Qualifications
Any Graduation Employment Type: Full Time, Permanent
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