Service Delivery Ops Senior Analyst

Skill required: User-Generated Content Moderation - Content management


Designation: Service Delivery Ops Senior Analyst


Qualifications:Any Graduation


Years of Experience:5 to 8 years

Language - Ability:English - Intermediate


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. 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 individual and you 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 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?

oThe 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.

Strong knowledge of content policies, community guidelines, and online safety practices

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

Technical / Domain Proficiency:oStrong understanding of the relevant business process and industry-specific tools.oProficiency in using software and systems necessary for team operations.oAbility to analyze data and generate meaningful insights to drive performance improvements.

Conflict Resolution:oCapability to manage conflicts within the team and mediate disputes.oSkill in maintaining professionalism and promoting harmony in challenging situations.

Adaptability and Flexibility:oOpenness to change and ability to adapt to evolving business requirements.oFlexibility to manage unexpected challenges and adjust plans accordingly.

Client and Stakeholder Management:oStrong interpersonal skills to interact with clients and stakeholders.oAbility to understand client expectations and manage relationships effectively.

Attention to Detail:oThoroughness in reviewing and validating work for accuracy and quality.oAbility to identify process gaps and areas for improvement.

Ethical and Professional Conduct:oAdherence to ethical standards and professionalism in all interactions.oCommitment to maintaining confidentiality and data security.

Roles and Responsibilities:

Your role requires the 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 the 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 the 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