Trust & Safety Associate

About the Role

Accenture's Trust and Safety team focuses on improving the quality and safety of online content, including generative AI, for leading platform companies. This role involves testing, evaluating, and challenging AI systems and platforms.

Key Responsibilities

• Review web content for policy and legal compliance.
• Evaluate takedown requests, counter-notices, inquiries, and retractions for abuse.
• Apply core copyright rules to daily workflows.
• Escalate complex issues beyond standard scope.
• 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.
• Process and analyze complex legal removal requests efficiently and accurately for international complaints according to client guidelines and procedures.
• Process and review content flagged for potentially sensitive content.
• Validate, investigate, and respond to inquiries of an urgent or sensitive nature within established guidelines.
• Coordinate with client subject matter experts to respond to or support inquiries and/or escalations.
• Resolve and/or escalate takedown requests, counter notification, retraction, and General Inquiry tickets in T1 queues and other assigned queues.
• Comply with all client published policies and procedures, and any legal and regulatory requirements.
• Accountable for workable solutions and processes within a specific area of responsibility.
• Escalate issues and questionable removals to Operations Manager or client Point of Contact as appropriate.
• Address most non-routine issues.
• Ensure all work is performed in accordance with SLAs and metrics.
• Attain 96% Quality Score.
• Responsible for activities assigned by the Operations Manager.

Note: Due to the nature of the role, the individual may be exposed to flashing lights or contrasting light and dark patterns, and potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious).

Qualifications

• Any Graduation
• User-Generated Content Moderation skills.
• Excellent comprehension, communication, and skills.
• Strong investigative and analytical skills.
• Excellent decision-making skills - independent and within sub-groups.
• Good knowledge of social media, associated technologies, and online trends.
• Ability to critically assess content strictly against client guidelines.
• Demonstrates speed, agility, critical thinking, and problem-solving skills.
• Ability to ramp up quickly.
• Ability to receive feedback and apply learnings quickly in a changing environment.

Note: This role may require rotational shifts.