DE033626-Delivery Operations Sr Analyst
POSITION TITLE: Delivery Operations Sr Analyst
WORK SETUP: Return to Office
OVERALL PURPOSE:
Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses.
You will be responsible for leading a team of Trust and Safety resources, inclusive of content moderators and responsible AI practitioners 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 and/or creating prompts to interrogate large language models, evaluating their responses, and contributing to the development of a baseline understanding of responsible AI issues for generative AI. Due to the nature of the role, the individuals and you may be exposed to objectionable or disturbing content, flashing lights, or contrasting light and dark patterns.
The Trust & Safety team does meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, you may be directly or inadvertently exposed to, work with, view, or proactively engage with potentially disturbing, objectionable, and sensitive content (e.g., graphic, violent, sexual, or egregious) and may assist the team with thematic prompting, responsible AI issues, governance, policy, consulting work and program management. Therefore, any role supporting Trust and Safety resources 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. This role requires 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.
As a Team Lead, you will:
- Manage the team of Trust & Safety resources, provide coaching/feedback based on the performance/career growth.
- A Team Leader oversees a team size ~25 employees and motivates them to do their job efficiently to have optimum performance in the process.
Note: The reviewed/audited content could be sensitive or of graphic nature
RESPONSIBILITIES:
- Drive daily, weekly, and monthly targets while meeting client requirements, monitoring team performance, managing escalations, and ensuring effective day-to-day operations.
- Lead and motivate the team through clear goal-setting, delegation, coaching, feedback, conflict resolution, recognition, and team engagement activities.
- Identify process gaps and opportunities for improvement by leveraging team and user feedback to enhance execution, user experience, and overall operational performance.
- Support those who review, classify and/or remove, work with, view or engage with content according to client guidelines, using specific tools and channels and/or creating prompts to interrogate large language models, evaluating their responses, and contributing to the development of a baseline understanding of responsible AI issues for generative AI.
- Understand and remain updated on changing client policies and guidelines
- Investigate, resolve, research, and relay complex content or responsible AI issues to the broader Trust and Safety team
OTHERS:
Project Shift Schedule: Rotation
Project Rest Day: Rotation
Project/Team Location: Quezon Gateway Tower 2SKILL AND QUALIFICATIONS:
- Standard Team Lead profile
- At least 3 years solid experience; 1-year supervisory experience
- Strong communication, written and spoken English, customer service, and stakeholder management skills with the ability to communicate effectively across all management levels.
- Proven leadership experience in coaching, developing, motivating, and managing teams while identifying talent and training needs.
- Strong analytical, critical-thinking, problem-solving, and attention-to-detail skills with a focus on performance and process improvement.
- Adaptable and flexible in managing changing workflows, schedules, conflicts, and operational requirements, including weekends and holidays when needed.
- High integrity with knowledge of social media operations, project management, business process improvement, and the ability to build and maintain high-performing teams.
- Strong coping, emotional resilience, and stress-management skills
- Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies
- Strong attention to detail
- Excellent comprehension, communication and English skills
- Comfort synthesizing and analyzing information from multiple streams
• Strong critical thinking and decision making
About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 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
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.