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. 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 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. The Trainer is responsible for the following:
Facilitate new hire training with a high level of engagement with the 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 training.
Stay up to date with product and process updates. Have a data-centric approach to problem-solving.
Note- The training content could be sensitive or of a graphic nature.
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.
This is a Work from Office Role. Must be open to working in a 24/7 environment.Basic Qualifications:
Minimum 2 years of work experience
Minimum 1 year of Content Moderation related work
Minimum 1 years of experience in Training Development and Delivery
Role Requirements:
Strong coping, emotional resilience, and stress-management skills
Excellent comprehension, communication, and English & Spanish skills
Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies
Strong attention to detail
Comfort synthesizing and analyzing information from multiple streams
Strong critical thinking and decision-making skills
Deep familiarity and passion for the internet, internet platforms, and internet culture
High affinity and cultural awareness of political and social situations regarding the relevant market and region that will be supported
Ability to work well individually and as part of a team
Ability to work differing rotations/shifts and non-standard work hours
Flexibility in meeting changing business needs in a fast-paced environment
Commitment to quality, efficiency, and effectiveness
Previous business process outsourcing, customer service, or content moderation experience is a plus
As an Accenture employee, you will receive competitive rewards, access to benefits programs (WeCare) and world-class learning resources, while gaining job experience with one of the world’s leading professional services organizations. Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience.As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Maryland, New York or Washington as set forth below.The application window for this job will remain open until at least 07/23/2024. However, if this date has passed, please note we are still accepting applications.Information on benefits is here. (https://www.accenture.com/us-en/careers/local/flexcareers#block-section-total-rewards) Role Location Hourly Salary RangeCalifornia $28.50 - $34.20Colorado $28.50 - $28.50 District of Columbia $29.70 - $29.70 New York $27.10 - $36.10Maryland $28.10 - $29.80 Washington $20.30 - $29.30What We BelieveWe have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce) Equal Employment Opportunity StatementAccenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.Accenture is committed to providing veteran employment opportunities to our service men and women.For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement (https://www.accenture.com/content/dam/accenture/final/accenture-com/document/Annual-Policy-Statement-Regarding-EEO-2023-Applicant.pdf#zoom=50) .Requesting An AccommodationAccenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email (https://www.accenture.com/us-en/about/contact-us) or speak with your recruiter.Other Employment StatementsApplicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.