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Quality Auditing Analyst with English (CL 11)

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Accenture

Nov 2

Applications are closed

  • Job
    Full-time
    Junior Level
  • Dublin

Requirements

  • Language(s) Required: English: As part of the interview process, you will be required to complete an English language test and a language test in the relevant language for this role. You will be advised of the level you are required to achieve to successfully carry out the role.
  • Required:
  • Content Moderation Guidelines: In-depth understanding of content moderation guidelines and policies specific to the platform or industry.
  • Digital Literacy: Familiarity with various types of online content, including text, images, videos, and audio.
  • Attention to Detail: Keen eye for identifying inappropriate, offensive, or harmful content.
  • Policy Interpretation: Ability to interpret and apply content moderation policies consistently and accurately.
  • Decision Making: Skill in making well-informed and consistent content approval or rejection decisions.
  • Risk Assessment: Capability to assess the potential risks associated with various types of content.
  • Data Analysis: Basic data analysis skills to identify trends, patterns, and areas of improvement.
  • Communication Skills: Excellent verbal and written communication skills to deliver engaging refresher sessions. Active listening skills to understand reviewer questions and concerns. Engage in client discussion for process improvement sessions.
  • Quality Assurance: Knowledge of quality assurance processes and best practices for maintaining content standards. Proficient in MS Excel/PPT/Word and/or Google Sheets/Docs/Slides with advanced skills in creating reports. Data analysis skills to interpret quality metrics and make data-driven improvements. Conduct RCA, provide feedback, and manage coaching logs.
  • Cultural Sensitivity and Resilience: Awareness of and respect for diverse cultures, backgrounds, and perspectives in training delivery. 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.
  • QUALIFICATIONS
  • Previous experience evaluating quality preferred.
  • At least 2 years overall experience and at least 1 year in Content Moderation related work.
  • High School.

Responsibilities

  • Responsible for Quality Audits ensuring service meets the client and org goals and standards of quality.
  • Need to enforce the defined policy guidelines for all workflows assigned under the Content Moderation scope.
  • Need to ensure timely quality insights are shared to drive process improvements.
  • Should ensure timely feedback and individual performance development is tracked and reported.
  • Should work with the core Operations Team and drive overall quality standards defined as per the process.
  • Review, classify and/or eliminate highly sensitive content
  • Understand and remain updated on changing client policies and guidelines
  • Investigate, resolve, and relay complex content issues to the broader Trust and Safety team within agreed-upon turnaround times and standards of quality
  • Assess the quality of analysts on the project.
  • Meet volume and quality targets for all quality assurance audits.
  • Develop and maintain knowledge of client and their business needs processes.
  • Develop and maintain an understanding of client Service Level Agreements and the department's key performance requirements.
  • Develop and maintain product, industry, and business and professional skills by participating in on-the-job and classroom training.
  • Participate in process calibration sessions with clients and cross-vendor.
  • Take accountability for effectively handling escalations.
  • Identify root causes for business-related issues and recommend solutions to improve overall client satisfaction.
  • Assist with monitoring and tracking incidents to ensure timely resolution.
  • Deliver individual and group feedback, provide coaching sessions, motivating, and encouraging analysts to improve performance.

FAQs

Do we support remote work?

No, this position is fully in the office located in Ballsbridge, D4.

What are the working hours for this position?

The working hours are Monday to Friday from 11 AM to 8 PM. Weekend work may be required in the future.

Is sponsorship available for this role?

No, sponsorship is not available for this position.

What kind of content will I be reviewing as part of this role?

You will be responsible for reviewing and analyzing user profiles, audio, videos, and text-based content, which may include sensitive or graphic material.

What qualifications are required for this position?

The role requires at least 2 years of overall experience, with at least 1 year in content moderation-related work. A high school diploma is also required.

Are there any specific skills needed for the Quality Auditing Analyst position?

Yes, candidates should have skills in content moderation guidelines, digital literacy, attention to detail, policy interpretation, decision making, risk assessment, data analysis, communication, and quality assurance processes.

Will there be exposure to sensitive content in this role?

Yes, individuals in this role may be exposed to potentially disturbing content and should possess strong resilience and coping skills.

What support is available for employees dealing with sensitive content?

Accenture provides resources and support through its well-being program designed specifically for the Trust & Safety community, focusing on individual and collective well-being.

Is there a language requirement for this position?

Yes, fluency in English is required, and candidates will need to complete an English language test as part of the interview process.

What is the process for internal job transfers within the company?

If you apply for an internal job at a higher level and are selected, you will be offered the job at your current level without a change in salary, and you will be considered for promotion at the next eligible promotion period.

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Accenture

Technology
Industry
10,001+
Employees
1989
Founded Year

Mission & Purpose

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 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.

Culture & Values

  • Client Value Creation

    Enabling clients to become high-performance businesses and creating long-term relationships by being responsive and relevant and by consistently delivering value.

  • One Global Network

    Leveraging the power of global insight, relationships, collaboration and learning to deliver exceptional service to clients wherever they do business

  • Respect for the Individual

    Valuing diversity and unique contributions, fostering a trusting, open and inclusive environment and treating each person in a manner that reflects Accenture’s values.

  • Best People

    Attracting, developing and retaining the best talent for our business, challenging our people, demonstrating a “can-do” attitude and fostering a collaborative and mutually supportive environment.

  • Integrity

    Being ethically unyielding and honest and inspiring trust by saying what we mean, matching our behaviors to our words and taking responsibility for our actions.

  • Stewardship

    Fulfilling our obligation of building a better, stronger and more durable company for future generations, protecting the Accenture brand, meeting our commitments to stakeholders, acting with an owner mentality, developing our people and helping improve communities and the global environment.

Benefits

  • Medical coverage

    Employees have a choice of national plans (PPO, EPO, HDHP) covering a wide range of medical services and prescription drugs.

  • Parental leave

    16 weeks paid maternity leave for birth parents. 8 weeks paid time off for other parents

  • Flexible work arrangements

    Flexible work arrangements help employees achieve work/life balance while also meeting Accenture’s business needs.

  • Paid time off

    PTO encompasses traditional vacation time along with paid sick leave; days vary based on level and tenure from 17 to 27 per year.

  • Holidays

    We provide 8 paid standard holidays and 2 culture days (for any days you choose), in addition to the PTO program.

  • Life Insurance

    Accenture provides you with a basic level of coverage and you can purchase more coverage for yourself and your family.