Role Description

• 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, content moderators need 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 job 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.

Role Details

• 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
• Serve as an advocate for the user community
• Participate in process improvement initiatives that improve quality and efficiency of work
• Participate in continuous training programs and workgroup discussions for optimal development in the role
• Engage in conversation around socially sensitive topics with the purpose of keeping our communities safe
• Supports team manager and performs management duties when manager is absent or out of office
• Demonstrates speed, agility, critical-thinking, and problem-solving skills in their work and an ability to ramp up quickly
• Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
• Focuses, motivates and inspires the team in a goal and results orientated way by driving optimum individual and team performance in order to deliver against agreed KPIs and targets.
• Assists management with hiring processes and new team member training
• Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
• Communicates deadlines and goals to team members
• Develops strategies to promote team member adherence to company regulations and performance goals
• Works on developing, measuring, and documenting improved efficiencies in workflow and system processes
• Conducts team meetings to update members on best practices and continuing expectations
• Delivers 1:1 conversations with Team members to address performance, work on development and any other item
• Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
• Interacts with Client answering enquiries and effectively handling Client’s ad-hoc tasks
• Works with flexibility to ensure achievement of SLA and Client’s satisfaction

Basic Qualifications/Skills Needed

• Strong coping, emotional resilience, and stress-management skills
• Excellent comprehension, communication, and skills in English language​
• 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 including weekend and public holiday
• 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

Team Leader Requirements:

• Minimum 12 months of leadership experience
• Able to work on shift rotation basis
• Bilingual speaker (Thai-English)