Trust & Safety Subject Matter Expert (SME)

As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture’s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources.

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.

Day-to-day responsibilities may include, but are not limited to:


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
Provide feedback on trends identified in review
Ability to diagnose and solve problems facing multiple clients
Becoming a Subject Matter Expert (SME) in the tools and processes
Collect, analyze, and use relevant data to develop ways to improve overall user experience
Identify inefficiencies in workflows and suggest solutions
SME for all workflows within your vertical
Gather insights from SMEs for Weekly Business Reviews (WBRs)
POC for QA, Training, Reporting when it comes to SME requests
Coordinate syncs and handovers between SMEs on different shifts
Weekly alignment with counterpart in another site
Coordinate weekly SME meetings in local site
Communicate to respective SMEs relevant information about workflows, training schedule, shifts
Send to the Quality Team the list of names with respect to workflows, go live and nesting dates
Prepare shadowing schedule and buddy system for new joiners
Share best practices from different workflow SMEs across other workflows such as queue management, knowledge sharing, storage, trackers, etc.


Role Requirements:


This is an onsite role in Accenture’s downtown Austin office. You will be expected to relocate to and work in Austin, TX, and the pay range is set accordingly.
Must be flexible to work any shift including nights, weekends and holidays
The role requires candidate pass English assessments with a minimum score of B2 for the written portion and C1 for the spoken portion


Basic Qualifications:


Minimum 2 years of work experience in a service desk or call center
Minimum 2 years of experience in customer service


Preferred Qualifications:


Comfort synthesizing and analyzing information from multiple streams
Strong critical thinking and decision making skills
Experienced at using search engines to find information on the Internet
Familiar with and user of social media products
Excellent work pacing (time management) skills, able to work independently
Ability to work in multiple tools/web browser windows at one time
Familiar with MS office (mainly Excel) for updating progress
Self-starter, can easily adapt to change (new functionality, changing policies)
Good problem-solving abilities with results & detail-oriented focus
Demonstrated consistent commitment to your work while achieving quality scores and metrics
Superior analytical and investigative skills combined with the ability to navigate through ambiguity in a fast-paced environment
Willingness to work with sensitive, adult and controversial content
Experience in training, mentoring, or teaching
Proven leadership, teamwork and collaboration in a professional setting


Professional skills:


Strong coping, emotional resilience, and stress management skills
Excellent comprehension, communication, and English skills
Fluency in English required
Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies
Strong attention to detail


Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.

We accept applications on an on-going basis and there is no fixed deadline to apply.

Information on benefits is here.

Role Location Hourly Salary Range

California $27.49 to $27.49

Cleveland $27.49 to $27.49

Colorado $27.49 to $27.49

District of Columbia $27.49 to $27.49

Illinois $27.49 to $27.49

Maryland $27.49 to $27.49

Massachusetts $27.49 to $27.49

Minnesota $27.49 to $27.49

New York/New Jersey $27.49 to $27.49

Washington $27.49 to $27.49

Requesting an Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.

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For details, view a copy of the Accenture Equal Opportunity Statement

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