Trust & Safety Subject Matter Expert; SME

Overview

As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. You will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources.

Content moderation is meaningful work that helps keep the internet safe. It may also be challenging,  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, content moderators need strong resilience and coping skills. Accenture provides support and resources to perform role responsibilities, including participation in the Trust & Safety well-being program.

• Review, classify and/or remove content according to client guidelines, using specific tools and channels
• Understand and remain updated on changing client policies and guidelines
• Investigate, resolve, and relay complex content issues to the broader Trust and Safety team
• Provide feedback on trends identified in reviews
• Diagnose and solve problems facing multiple clients
• Become a Subject Matter Expert (SME) in the tools and processes
• Collect, analyze, and use relevant data to develop ways to improve overall user experience
• Identify inefficiencies in workflows and suggest solutions
• Serve as SME for all workflows within your vertical
• Gather insights from SMEs for Weekly Business Reviews (WBRs)
• Act as the POC for QA, Training, and Reporting when it comes to SME requests
• Coordinate syncs and handovers between SMEs on different shifts
• Weekly alignment with counterpart in another site
• Coordinate weekly SME meetings in the local site
• Communicate to respective SMEs relevant information about workflows, training schedules, and shifts
• Submit to the Quality Team the list of names with respect to workflows, go-live and nesting dates
• Prepare shadowing schedules and a buddy system for new joiners
• Share best practices from different workflow SMEs across other workflows (e.g., queue management, knowledge sharing, storage, trackers)

• This is an onsite role in Accenture’s downtown Austin office. You will be expected to relocate to and work in Austin, TX, and the pay range is set accordingly.
• Must be flexible to work any shift including nights, weekends and holidays
• The role requires candidate pass English assessments with a minimum score of B2 for the written portion and C1 for the spoken portion

• Minimum 2 years of work experience in a service desk or call center
• Minimum 2 years of experience in customer service

• Comfort synthesizing and analyzing information from multiple streams
• Strong critical thinking and decision making skills
• Experienced at using search engines to find information on the Internet
• Familiar with and user of social media products
• Excellent work pacing (time management) skills, able to work independently
• Ability to work in multiple tools/web browser windows at one time
• Familiar with MS Office (mainly Excel) for updating progress
• Self-starter, can easily adapt to change (new functionality, changing policies)
• Good problem-solving abilities with results & detail-oriented focus
• Demonstrated consistent commitment to your work while achieving quality scores and metrics
• Superior analytical and investigative skills with the ability to navigate through ambiguity in a fast-paced environment
• Willingness to work with sensitive, adult and controversial content
• Experience in training, mentoring, or teaching
• Proven leadership, teamwork and collaboration in a professional setting

• Strong coping, emotional resilience, and stress management skills
• Excellent comprehension, communication, and English skills
• Fluency in English required
• Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies
• Strong attention to detail

Compensatio…