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 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, 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 wellbeing support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.

Roles and Responsibilities:

• Assess the quality of analysts on the project.

• Meet volume and quality targets for all quality assurance audits.

• Develop and maintain knowledge of client and their business needs processes.

• Develop and maintain an understanding of client Service Level Agreements and the department s key performance requirements.

• Develop and maintain product, industry, and business and professional skills by participating in on-the-job and classroom training.

• Participate in process calibration sessions with clients and cross-vendor.

• Take accountability for effectively handling escalations.

• Identify root causes for business-related issues and recommend solutions to improve overall client satisfaction.

• Assist with monitoring and tracking incidents to ensure timely resolution.

• Deliver individual and group feedback, provide coaching sessions, motivating, and encouraging analysts to improve performance.

• Content Moderation Guidelines: In-depth understanding of content moderation guidelines and policies specific to the platform or industry.

• Digital Literacy: Familiarity with various types of online content, including text, images, videos, and audio.

• Attention to Detail: Keen eye for identifying inappropriate, offensive, or harmful content.

• Policy Interpretation: Ability to interpret and apply content moderation policies consistently and accurately.

• Decision Making: Skill in making well-informed and consistent content approval or rejection decisions.

• Risk Assessment: Capability to assess the potential risks associated with various types of content.

• Data Analysis: Basic data analysis skills to identify trends, patterns, and areas of improvement.

• Communication Skills: Excellent verbal and written communication skills to deliver engaging refresher sessions. Active listening skills to understand reviewer questions and concerns. Engage in client discussion for process improvement sessions.

• Quality Assurance: Knowledge of quality assurance processes and best practices for maintaining content standards. Proficient in MS Excel/PPT/Word and/or Google Sheets/Docs/Slides with advanced skills in creating reports.

• Data analysis skills to interpret quality metrics and make data-driven improvements. Conduct RCA, provide feedback, and manage coaching logs.

• Cultural Sensitivity and Resilience: Awareness of and respect for diverse cultures, backgrounds, and perspectives in training delivery. 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.

Requirements:

• Bachelor Degree in any tertiary studies.

• At least QA and team leading experience, preferably with Business Process Outsourcing background.

• Ability to motivate teams and rally the group toward organizational goals.

• Excellent oral and written communication skills.

• Passion for learning and creative problem-solving.

• Cyclical work shift including work hours at night.

• Overtime and On-Call may be required.

• Open to foreign nationals with visa sponsored for relocation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

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We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.