Trust & Safety Senior Analyst

Overview

Senior Trust & Safety Analyst role at Accenture's Trust and Safety (Content Moderation and Responsible AI) team, reviewing and escalating user-generated content for platform clients.

What you'll do

• Analyze and review user profiles, audio, videos and text-based content.
• Investigate, escalate and/or resolve issues reported by users or flagged by the system.
• Develop a deep understanding of the Tier 3 role, copyright laws and client guidelines, and become an expert in handling complex issues related to potential lawsuits.
• Recognize and promptly escalate workflow stoppages to client FTEs, keep abreast of open bugs, and communicate their impact to the operations team.
• Provide candid, solution-focused feedback on client needs for process improvement.
• Resolve internal escalations, lead forums and co-working sessions, and present at internal escalation meetings as needed.
• Identify and address knowledge gaps in training materials.
• Work in a fast-paced environment and help scale the Tier 1 and Tier 2 teams.
• Support new team members as they learn products and processes.
• Work in one of three support roles as needed: QA, Trainer or Subject Matter Expert.
• Create and check quality evaluations.
• Review and check questions escalated to the client before submission.
• Build best practices and contribute to process improvement.
• Support the T2 ramp-up process.
• Review tickets and provide feedback.
• Handle other high-touch review requests.
• Manage litigation requests.

What you'll need

• Any graduation.
• 5 to 8 years of experience.
• Consistent high-quality performance.
• Excellent knowledge of copyright law and enforcement guidelines.
• A questioning mindset: ability to search for, evaluate, apply and disseminate applicable knowledge.
• Strong communication skills and the ability to coach and mentor agents to improve quality scores.
• Attention to detail to ensure quality of work execution.
• Strong analytical, problem-solving and troubleshooting skills.
• Excellence in prioritizing tasks and acting under your own initiative.
• Good knowledge of Applications, Slides, Sheets and Docs.

Details

• Location: Hyderabad.
• Due to the nature of the role, you may be exposed to objectionable or disturbing content, flashing lights, or contrasting light and dark patterns.