Quality Auditing Analyst (Navi Mumbai)

Quality Auditing Analyst (Navi Mumbai)

Skill required Trust Safety - Content management Designation Quality Auditing Analyst Qualifications Any Graduation Years of Experience 3 to 5 years Language - Ability Arabic - Proficient 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 Technology and Operations services and Accenture Song all powered by the world s largest network of Advanced Technology and Intelligent Operations centers Our 699 000 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 www accenture com What would you do 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 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 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 As a Quality Auditor you will be o Responsible for Quality Audits ensuring service meets the Client and Org Goals and standards of quality o Need to enforce the defined policy guidelines for all workflows assigned under Content Moderation scope o Need to ensure timely Quality insights are shared to drive process improvements o Should ensure timely feedback and individual performance development is tracked and reported o Should work with core Operations Team and drive over all quality standards defined as per the process Note- The reviewed audited content could be sensitive or of graphic nature What are we looking for oContent Moderation Understanding of content moderation guidelines and policies specific to the platform or industry Familiarity with various types of online content including text images videos and audio Policy Interpretation Ability to interpret and apply content moderation policies consistently and accurately oCommunication Skills Excellent verbal and written communication skills in ARABIC to deliver engaging refresher sessions Active listening skills to understand reviewer questions and concerns Engage in client discussion for process improvement sessions oQuality Assurance Knowledge of quality assurance processes and best practices for maintaining content standards Proficient in MS Excel PPT Word and or Google Sheets Docs Slides with advanced skills to create reports Data analysis skills to interpret quality metrics and make data-driven improvements Conduct RCA provide feedback manage coaching logs oCultural Sensitivity and Resilience Awareness of and respect for diverse cultures backgrounds and perspectives in training delivery Strong coping emotional resilience and stress-management skills Ability to perform duties objectively devoid of inherent biases or personal beliefs in the best interest of client policy oData Analysis Basic data analysis skills to identify trends patterns and areas of improvement using MS Excel or Google sheets Capability to assess the potential risks associated with various types of content via data analysis oAttention to Detail Keen eye for identifying inappropriate offensive or harmful content oDecision Making Skill in making well-informed and consistent content approval or rejection decisions oThis is a Permanent Work from Office Role oRotational Shifts oRotational Weekly offs oMust reside within boundary limits for transport facility Roles and Responsibilities o Assess the quality of analysts on the project o Meet volume and quality targets for all quality assurance audits o Develop and maintain knowledge of client and their business needs processes o Develop and maintain an understanding of client Service Level Agreements and department s key performance requirements o Develop and maintain product knowledge industry knowledge and business and professional skills by participating in on the job and classroom trainings o Participate in Process Calibration sessions with Clients and Cross Vendor o Take accountability for effectively handling escalations o Identify root causes for business related issues and recommend solutions to improve overall client satisfaction o Assist with monitoring and tracking incidents to ensure timely resolution o Deliver individual and group feedback provide coaching sessions motivating and encouraging analysts to improve performance Any Graduation About Accenture We work with one shared purpose to deliver on the promise of technology and human ingenuity Every day more than 775 000 of us help our stakeholders continuously reinvent Together we drive positive change and deliver value to our clients partners shareholders communities and each other We believe that delivering value requires innovation and innovation thrives in an inclusive and diverse setting We actively foster a workplace free from bias where everyone feels a sense of belonging and is respected and empowered to do their best work At Accenture we see well-being holistically supporting our people s physical mental and financial health We also provide opportunities to keep skills relevant through certifications learning and diverse work experiences We re proud to be consistently recognized as one of the World s Best Workplaces TM Join Accenture to work at the heart of change Visit us at 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 creative more competitive and more creative which helps us better serve our clients and our communities

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