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Accenture · 15 hours ago

Trust & Safety Quality Auditing and Policy Analyst

Austin, 323 Congress Avenue, Corp

Full-time

Onsite

Entry, Mid Level

$27.49/hr - $27.49/hr

2+ years exp

Accenture is a trusted, innovative partner to leading platform companies, focusing on keeping the internet safe through their Trust and Safety offering. The Trust & Safety Quality Auditing and Policy Analyst will be responsible for quality assurance in content moderation, analyzing and reviewing various types of user-generated content, and ensuring adherence to policy guidelines while driving process improvements.

Business Information SystemsConstructionConsultingInformation ServicesInformation TechnologyInfrastructureManagement ConsultingOutsourcing

No H1B

U.S. Citizen Only

Responsibilities

Responsible for quality audits ensuring service meets the client and org goals and standards of quality

Need to enforce the defined policy guidelines for all workflows assigned under the content moderation scope

Need to ensure timely quality insights are shared to drive process improvements

Should ensure timely feedback and individual performance development is tracked and reported

Should work with the core Operations Team and drive overall quality standards defined as per the process

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-vendor

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

Qualification

Content Moderation GuidelinesQuality AssuranceAttention to DetailDigital LiteracyPolicy InterpretationRisk AssessmentData AnalysisDecision MakingCommunication Skills

Required

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

Minimum of 2 years' experience in contact support

Minimum of 1 years' experience in content moderation

Preferred

Content Moderation Guidelines: In-depth understanding of content moderation guidelines and policies specific to the platform or industry

Digital Literacy: Familiarity with various types of online content, including text, images, videos, and audio

Attention to Detail: Keen eye for identifying inappropriate, offensive, or harmful content

Policy Interpretation: Ability to interpret and apply content moderation policies consistently and accurately

Decision Making: Skill in making well-informed and consistent content approval or rejection decisions

Risk Assessment: Capability to assess the potential risks associated with various types of content

Data Analysis: Basic data analysis skills to identify trends, patterns, and areas of improvement

Communication Skills: Excellent verbal and written communication skills to deliver engaging refresher sessions. Active listening skills to understand reviewer questions and concerns. Engage in client discussion for process improvement sessions

Quality 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 in creating reports. Data analysis skills to interpret quality metrics and make data-driven improvements. Conduct RCA, provide feedback, and manage coaching logs