Trust & Safety New Associate

About the Role

The Trust and Safety New Associate role at Accenture is part of the Trust and Safety (Content Moderation and Responsible AI) offering, focused on keeping the internet safe and improving online content quality and safety. This role involves systematically testing, evaluating, and challenging AI systems and platforms.

Key Responsibilities

• Review, classify, and/or remove content according to client guidelines, using specific tools and channels.
• Understand and stay updated on changing client policies and guidelines.
• Stay current with industry trends, generative AI shortcomings, and advancements in content moderation and/or 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 topics related to responsible AI, including medical, legal, and other sensitive areas.
• Analyze model responses for appropriateness, refusal to answer, or appending disclaimers based on client definitions and guidance.
• Collaborate with team members to gain 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.
• Manage assigned cases end-to-end, ensuring accurate documentation, timely resolution, and policy compliance.
• Consistently meet or exceed productivity, quality, and turnaround time targets while maintaining attention to detail and sound judgment.
• Review and assess content accurately and efficiently, applying company policies consistently and documenting clear, well-reasoned decisions.
• Escalate complex or sensitive cases appropriately and collaborate with relevant teams for effective resolution.
• Maintain professionalism and empathy when handling challenging material, demonstrating resilience and effective stress management.
• Adapt quickly to new tools, processes, and policy updates, staying knowledgeable about company products and standards.
• Use data, market knowledge, and trend analysis to identify patterns, improve workflows, and enhance user experience.
• Proactively provide feedback and suggest process improvements to increase efficiency, quality, and scalability.
• Analyze and review user profiles, audio, videos, and text-based content.
• Investigate, escalate, and/or resolve issues reported by users or flagged by the system.

Requirements & Tech Stack

• This is an onsite role in Accenture’s downtown Austin office. Relocation to and work in Austin, TX is expected.
• Flexibility to work any shift, including nights, weekends, and holidays.
• Must pass a verbal English assessment with a minimum score of C1.

Qualifications

• Minimum of 1 year customer support experience.
• Deep familiarity and passion for responsible AI, the internet, internet platforms, and internet culture (preferred).
• High affinity and cultural awareness of political and social situations regarding the relevant market and region being supported (preferred).
• 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.