Delivery Operations Associate Manager (CL8)

Job Title: Delivery Operations Associate Manager.

Location: Dublin.

• This is a Work from Office Role
• Must be open to working in a 24/7 environment.

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 the quality assurance of Content Moderation whose role includes 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:

• 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.

Roles and Responsibilities:

• In this role you are required to do analysis and solving of moderately complex problems.
• Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures.
• The person requires understanding of the strategic direction set by senior management as it relates to team goals.
• Primary upward interaction is with direct supervisor or team leads.
• Generally interacts with peers and or management levels at a client and or within Accenture.
• The person should require minimal guidance when determining methods and procedures on new assignments.
• Decisions often impact the team in which they reside and occasionally impact other teams.
• Individual would manage medium-small sized teams and or work efforts (if in an individual contributor role) at a client or within Accenture.

Please note that this role may require you to work in rotational shifts.

Skill Required

• Trust Safety Service Delivery Management P4 .
• Qualification High School Diploma GED .
• YOE 10 to 14 years.
• Lang English C1 .

What would you do

• 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

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age citizenship, marital, domestic or civil partnership status, sexual orientation or gender identity.

If you are required to work a night shift as part of this role, you are obliged to complete a night worker health assessment. Please note that it is a requirement of your continued employment, that you are fit to work night shifts and your employment may be terminated, if you are unable to do so.

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at accenture.com.

Disclaimer

Content moderation is meaningful work that may be challenging at times. In the context of this role, individuals may directly or inadvertently be exposed to potentially objectionable and sensitive content and will 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 execute the responsibilities of their roles. 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.

Due to the nature of the role, the user may be frequently exposed to flashing lights or contrasting light and dark patterns.

INCLUSION AND DIVERSITY

We are a global collective of diverse talents. Innovators improving the way the world works and lives. We provide an accessible, inclusive, open and welcoming workplace that helps everyone make the most of their professional potential. Discover how we are accelerating equality for all in the workplace.

Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at accessIErecruitment@accenture.com.

As part of the interview process, you will be required to complete an English language test and a language test in the relevant language for this role. You will be advised of the level you are required to achieve to successfully carry out the role.

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, sexual orientation, gender identity or expression, 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