Skill required: Trust & Safety - Content management
Designation: Instructor Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
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.Content moderators serve as an important line of defence 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 training 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 job role responsibilities. Activeparticipation in Accenture's well-being support program, designed specifically for theTrust & Safety community, provides valuable skills to promote individual and collective well-being
What are we looking for?
As a trainer, you will

Facilitate new hire training with a high level of engagement with Operations Team

Follow objectives and client standards for job readiness goals.

Facilitate on-floor training to bridge product knowledge and skill gaps.

Undertake projects to improve our training processes.

Identify root causes for business related issues and recommend solutions to improve overall client satisfaction

Own training processes with a high level of accountability keeping in mind the internal as well as external stakeholders.

Participate in Process Calibration sessions with Clients and Cross Vendor

Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on the job and classroom trainings

Stay up to date with product and process updates. Have a data-centric approach to problem-solvingNote- The training content could be sensitive or of graphic natureYour role requires following responsibilities –

Manage Training batches of 5 to 25 HC per Training schedule

Lead training projects.

Deliver process/product/policy training in classroom/online environment.

Develop and deliver training courses for different trainees/markets/products.

Identify and assess training needs of the team to bridge any process/policy gaps for better performance and understanding about the policy.

Lead all Process RCA and build training plan to deliver

Track and Report all Training activities of New Batches

Participate/lead policy briefings to ensure any changes are consistent and in line with local cultural, socio, geographical and political conditions.

Work with business team to achieve top performance, including group coaching, bottom performers identification and training
Roles and Responsibilities: Functional Skills

Training Expertise:oProven experience in designing, developing, and delivering effective training programs.oIn-depth knowledge of adult learning principles and instructional design methodologies.

Subject Matter Proficiency:oMastery of the content and processes relevant to the training area.oAbility to convey complex information in a clear and understandable manner.

Communication Skills:oExcellent verbal and written communication skills to deliver engaging training sessions.oActive listening skills to understand trainees questions and concerns.

Presentation/Facilitation Skills:oAbility to deliver dynamic and interactive presentations that keep trainees engaged.oEffective use of visual aids and technology to enhance training delivery.

Interpersonal Skills:oStrong interpersonal skills to establish rapport and build positive relationships with trainees.oEmpathy and patience to address diverse learning styles and individual needs.

Feedback and Evaluation:oSkill in providing constructive feedback to trainees to facilitate their growth and development.oAbility to assess trainees progress and adjust training strategies as needed.

Adaptability:oFlexibility to adjust training methods based on trainee feedback and changing needs.oAbility to handle unexpected situations and modify training plans accordinglyoAbility to effectively manage time and work in a fast paced, timeline driven environment

Technology/Functional Proficiency:oFamiliarity with relevant training software, e-learning platforms, and multimedia tools.oProficient in Ms Excel/PPT/Word and/or Google Sheets/Docs/Slides with advanced skills to create reportoData analysis skills to interpret training metrics and make data-driven improvements.oWorking knowledge of Project Management methodologies

Assessment and Measurement:oSkill in creating assessments to evaluate trainees understanding and skill proficiency.oAbility to analyze training effectiveness and make improvements based on results.

Cultural Sensitivity and Resilience:oAwareness of and respect for diverse cultures, backgrounds, and perspectives in training delivery.oStrong coping, emotional resilience, and stress-management skills

 
Qualifications 
Any Graduation

Key Skills

Skills highlighted with ‘‘ are preferred keyskills