Trust and Safety Sr Analyst

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE: Trust and Safety Sr Analyst

WORK SETUP: Return to Office

OVERALL PURPOSE:

The Team Lead will be responsible for the daily management of a team of content moderating analysts. They will be responsible for ensuring that SLAs are met and that the quality rate of their analysts does not drop below contractual agreed percentages.

RESPONSIBILITIES:

• Management of content review analysts in 24/7 Operations

Making sure SLAs are met daily

• Calibrate with Quality Assurance analyst on quality scoring and research ways to fix quality issues, Identify holes in customer policies and drafts proposals accordingly.

• The Team Lead will oversee conducting daily huddles, week wrap up meetings and monthly 1x1s with the analysts and the management team. Shares information required for the team to be successful

• The Team Lead will be responsible for the professional growth of their direct reports, and will be responsible for the measurement of their team’s success

• Develops and maintains an understanding of customer Service Level Agreements and department’s key performance requirements

• Develops and maintains product knowledge, industry knowledge, business and professional skills by participating in on-the-job training and classroom training

• Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback

• May act as the primary knowledge resource for a product and service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor.

• May take accountability for effectively handling senior level escalations or customer complaints received via various sources

• May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement

• Enforcing Accenture core values within the team and project.

• Identify ways to automate and maximize the client process including submission of We@Accenture ideas.

OTHERS:

Project Shift Schedule: Rotation

Project Rest Day: Rotation

Project/Team Location: Client Site - Non-Accenture Facility

SKILL AND QUALIFICATIONS:

• Standard Team Lead profile

• At least 3 years relevant experience; 1 year supervisory experience

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 

Equal Employment Opportunity Statement

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.