Service Delivery Ops Specialist

Skill required: User-Generated Content Moderation - Content Moderation
Designation: Service Delivery Ops Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 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. Content moderators serve as an important line of defense 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 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 user 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. 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? •Adaptable and flexible •Ability to work well in a team •Commitment to quality •Written and verbal communication •Problem-solving skills As the Content Review Lead, your primary purpose is to oversee and guide a team of content reviewers in their efforts to maintain a safe and positive user experience on the platform. You will play a crucial role in upholding our community guidelines, policies, and legal standards by ensuring that all user-generated content complies with client regulations. Your leadership will be instrumental in fostering a high-performing team that effectively and efficiently moderates content, identifies potential risks, and takes appropriate actions to uphold the integrity of the platform. In your role as a lead, you may also be expected to analyze and review user profiles, audios, videos, and text-based content and/or investigate the escalated flags and/or resolve issues that are reported.
Roles and Responsibilities: Key Responsibilities and Objectives: • Team Management: Lead and support a team of content reviewers, setting clear expectations and providing ongoing coaching and feedback. Foster a collaborative and inclusive team environment that encourages open communication and professional growth. • Business Operator: Oversee content review processes, ensuring that all user-generated content is promptly and accurately reviewed according to established guidelines. Make well-informed decisions on escalated or sensitive content cases, adhering to company policies and legal requirements. • Quality Assurance: Implement quality control measures to ensure consistent and accurate content moderation results. • Training and Development: Identify individual and team development needs and provide continuous learning opportunities. • Policy Adherence: Collaborate with relevant stakeholders to ideate. Ensure that the content review team adheres to these policies and stays up-to-date with changes and developments. • Performance Reporting and Analysis: Generate regular reports on content review metrics, trends, and key performance indicators (KPIs). Utilize data-driven insights to improve content review processes and identify areas for enhancement. • Risk Management: Identify potential risks related to content on the platform and proactively implement measures to mitigate these risks. Stay informed about industry best practices and evolving content-related challenges. • Cross-functional Collaboration: Collaborate with other teams to align on review practices with broader company objectives.Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us atwww.accenture.com

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