Quality Auditing Manager (Content Moderation)

POSITION TITLE: Quality Auditing Manager

WORK SETUP: Return to Office

Project Shift Schedule: Rotation

Project Rest Day: Rotation

Project/Team Location: Quezon Cyberpark Tower 1

OVERALL PURPOSE:

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 the quality assurance of Content Moderation whose role includes 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.

Responsibilities

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-vendors.

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.

Managing the end-to-end Quality, Training & Policy (QTP) strategy and execution for site

Responsible for the performance of the QTP Teams across sites & regions

Define and execute standard documentation strategy for QTP function ensuring qualitative and quantitative metrics (as agreed with Client) are defined for the success of each function

Define and execute measurement strategies for functional scorecards within Service Site

Engage with QTP & operations team across sites to ensure processes continue to meet business outcomes

Communicate critical feedback and best practices from all markets to site delivery teams

Enable change management execution for routine changes across multiple regions within their specific Service Site

Improve, align, and maintain processes across functional skills of quality, training and policy center of excellence across multiple regions within their specific Service Site

Monitor performance through metric review and statistical inference to drive improvement

Provide recommendations to Client for re-engineering existing processes which are broken or not delivering results for scaled review

Orchestrate cross-functional role within Service sites to aid business metric achievement

Establish and provide functional skill development strategies within Service Site sites to attract and retain the best talent

Establish governance engagements within Service Site sites and across Client groups to communicate execution strategy and provide progress

Engage with Client counterparts on regular frequency to drive partnership and collaboration

Qualifications

Standard QA Profile

At least 8-12 years of relevant experience in Quality

At least 5 years leadership experience

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.