Skill required: Trust & Safety - Quality Management


Designation: Quality Auditing 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 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.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 the Trust & Safety community, provides valuable skills to promote individual and collectivewell-being.


What are we looking for?
As a Quality Auditor, you will be

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 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 core Operations Team and drive over all quality standards defined as per the processNote- The reviewed/audited content could be sensitive or of graphic nature

Content 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.

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

Cultural 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 ofclien

Roles and Responsibilities:

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 department s key performance requirements

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

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

 Qualifications 
Any Graduation

Key Skills

Skills highlighted with ‘‘ are preferred keyskills