Trust & Safety New Associate - WA - English - CL13

General Information

Position: Trust & Safety Agent CL 13

Location: onsite - Sandyford, D18

Contract: Full-time role 40 hours per week

Work Hours: Sun-Thurs 9am to 6pm or Tue-Sat 9am to 6pm

For internal applicants, the type of contract will remain unchanged.


Kindly be informed that sponsorship is not available for this position. A valid Full-time work permit is mandatory for us to proceed with your application.


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 individual 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 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.

Duties and Responsibilities


Manage and regularly review case queues & follow-up on open tickets
Review issue details and analyze, determine and resolve issues for clients
Provide feedback on trends identified in review
Have a passion for social media platforms and services
Love resolving issues for your customers
Ability to diagnose and solve problems facing multiple clients
Assisting the quality analyst and reporting analyst in driving quality customer care outcomes
Becoming a subject matter expert in the tools & process
Providing support and cover for the team lead
Leverage user reports corresponding with users pertaining to reported objects and other sources within the online queue.
Answer many different inquiries through the online queue.
Review user accounts daily to determine whether or not they are spam accounts.
Ensure the maintenance of high-quality support and a high degree of professionalism.
Candidate will have access to sensitive user data.
NOTE: In this position, there may be photos and URLs that contain adult or graphic material
Review, classify and/or remove content according to client guidelines, using specific tools and channels
Understand and remain updated on changing client policies and guidelines
Investigate, resolve, and relay complex content issues to the broader Trust and Safety team


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

In the context of this role, individuals will be exposed to potentially disturbing content, and will need a level of resilience and maturity. Due to the nature of this role, the post holder might regularly be exposed to and have to deal with stroboscopic effect images.


Must be comfortable reviewing sensitive content including graphic pornography, violence, drug use, child abuse, etc.
Majority of your time will be spent on general content music, sports, beauty, fashion, kids, etc. but you will come across some sensitive content on a weekly basis.


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.

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.

Basic Qualifications:


Language(s) Required: English: 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.


Job Qualifications


Strong coping, emotional resilience, and stress management skills
Excellent comprehension, communication, and English Language skills
Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies
Strong attention to detail
Comfort synthesizing and analyzing information from multiple streams
Strong critical thinking and decision making skills
Deep familiarity and passion for the internet, internet platforms, and internet culture
High affinity and cultural awareness of political and social situations regarding the relevant market and region that will be supported
Ability to work well individually and as part of a team
Ability to work differing rotations shifts and non standard work hours
Flexibility in meeting changing business needs in a fast paced environment
Commitment to quality, efficiency, and effectiveness
Previous business process outsourcing, customer service, or content moderation experience is a plus