Trust & Safety Analyst_Ilocos

WORK SETUP: Return to Office

OVERALL PURPOSE:

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.

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-vendors.

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.

Functions as 1st level of escalation in terms of Quality performance and reports.

Performs regular Quality audits based on accepted standards in sampling to ensure delivery is consistent and at par with client standards.

Provide real time notification to front line processors / agents on observations gathered from monitoring

Facilitates Calibration sessions with the Operations team and the Client

Generates timely and accurate reports wherein daily, weekly and MTD scores are available on an agent, team and SOW level

Assists in implementing plans and strategies designed and developed for rolling-out quality initiatives to the operations team

Conducts Weekly/Monthly business reviews with stakeholders on overall Quality and CSAT performance.

OTHERS:

Project Shift Schedule: Rotation

Project Rest Day: Rotation

Project/Team Location: San Nicolas Valdez Center Bldg. A

Scheduling

Standard WFM Profile

At least 2 years relevant work experience

To follow updated WCC matrix and flex to consider just 1 of the 3 base skills, either RTA or Scheduling or Capacity Planning and Forecasting

QA

Standard QA Profile

At least 2 years of relevant experience in Quality

WFM / Reporting

Standard BRG Reports Profile

At least 2 years of relevant work experience

Working experience building / mobilizing reports in MS Excel

Working experience working with VBA and Macro to automate reports

Must have: PowerBI only (SQL good to have only)

Trainer

Standard Trainer Profile

At least 2 years of relevant experience in SME

If not OK with above, demand must be releveled to CL10 (flexible to CL9)