Skill required User-Generated Content Moderation - Content Moderation Designation Trust Safety Senior Analyst Qualifications Any Graduation Years of Experience 5 to 8 years 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 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 leading a team of Content Moderators whose role is 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 oAdaptable and flexible oAbility to establish strong client relationship oAbility to work well in a team oCommitment to quality oPrioritization of workload oAs a Team Lead you will be o The purpose of the job is to handle the team of Reviewers provide coaching feedback based on the performance career growth A Team Leader oversees a team size 25 employees and motivates them to do their job efficiently to have optimum performance in the process Provide objectives develop reward systems to recognize and appreciate good performance which motivates employees Assign all work schedules and commit the team to deliver manage the quality of the work and drive the people management activities within the team Ensure all Governance check points are adhered Note- The reported content could be sensitive or of graphic nature As a Team Lead you will be o The purpose of the job is to handle the team of Reviewers provide coaching feedback based on the performance career growth A Team Leader oversees a team size 25 employees and motivates them to do their job efficiently to have optimum performance in the process Provide objectives develop reward systems to recognize and appreciate good performance which motivates employees Assign all work schedules and commit the team to deliver manage the quality of the work and drive the people management activities within the team Ensure all Governance check points are adhered Note- The reported content could be sensitive or of graphic nature Your role requires the following responsibilities - o Conducting Huddles Lead daily Pre-Shift and Post-Shift meetings to discuss Performance Process updates and Organizational initiatives o Task Management Guidance Provide daily guidance to team members on how to efficiently manage their day-to-day tasks o SLA and KPI Achievement Lead the team to meet Service Level Agreements SLAs and Key Performance Indicators KPIs Critical Performance Indicators CPIs defined by the process and the client Roles and Responsibilities oo Performance Reviews Conduct regular performance reviews Monthly Quarterly and Yearly for the entire team and implement Corrective Action Plans or Performance Improvement Plans as needed o Training and Quality Coordination Collaborate with the training team to identify Training Needs TNI and Assessments TNA and develop training plans for the team Work with Quality Analysts to identify areas of improvement and process gaps ensuring corrective actions are taken o SOPs and Documentation Create Manage Standard Operating Procedures SOPs and process documentation for all client deliverables Partake in the knowledge dissemination process o Individual Connects Hold regular one-on-one meetings with team members to understand their performance grievances career aspirations and interests providing coaching and support accordingly o Performance Reporting o Reporting Provide insights and data for Weekly Business Review WBR and Monthly Business Review MBR presentations Publish performance reports on a Daily Weekly and Monthly basis o Leave Management Implement a planned approach for managing team shrinkage through a Leave management system o Attendance Tracking Accurately track team attendance for billing purposes o Time Sheet Validation Validate team time sheets fortnightly with 100 accuracy o Security and Data Protection Ensure adherence to all security and client data protection measures and guide the team in following required protocols 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 environment 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 Chance 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 innovative more competitive and more creative which helps us better serve our clients and our communities