Trust & Safety Associate, Voice

About the Role

• Accenture's Trust & Safety team helps keep the internet safe by improving the quality and safety of online content.
• This role involves systematically testing, evaluating, and challenging AI systems and platforms to improve content integrity, quality, and safety, including generative AI.

Key Responsibilities

• Analyze and review user profiles, audio, videos, and text-based content.
• Investigate, escalate, and resolve issues reported by users or flagged by the system.
• 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.
• Stay up-to-date with industry trends, generative AI shortcomings, and advancements in content moderation and responsible AI regulations, governance, policy, and consulting.
• Investigate, resolve, and relay complex content issues to the broader Trust and Safety team.
• Develop and execute prompt strategies to interrogate large language models on various topics related to responsible AI, including medical advice, legal advice, and other sensitive areas.
• Analyze model responses for appropriateness, inappropriateness, refusal to answer, or appending disclaimers, according to client definitions and guidance.
• Collaborate with team members to develop a comprehensive understanding of responsible AI issues based on model responses.
• Contribute to the development of best practices and guidelines for content moderation and responsible AI governance and policy.

Requirements & Tech Stack

• User-Generated Content Moderation
• Content Moderation
• Customer Support (chart and email)
• Familiarity with responsible AI, the internet, internet platforms, and internet culture.

Qualifications

• Any Graduation
• 1 to 3 years of experience
• Strong coping, emotional resilience, and stress-management skills.
• Excellent comprehension and communication skills.
• 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.
• High affinity and cultural awareness of political and social situations regarding the relevant market and region that will be supported.
• Active participation in Accenture's well-being support program is required.
• Due to the nature of the role, exposure to objectionable or disturbing content, flashing lights, or contrasting light and dark patterns may occur.