Trust & Safety Associate, Voice

About the Role

Accenture is seeking a Trust & Safety Associate - Voice to join their team. This role is part of Accenture's Trust and Safety offering, which focuses on keeping the internet safe and improving the quality and safety of online content. Associates in this team systematically test and evaluate AI systems and platforms to enhance 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 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.

Requirements & Tech Stack

• User-Generated Content Moderation
• Responsible AI
• Large Language Models (LLMs)

Qualifications

• Any Graduation
• Minimum 1-2 years of experience in customer support (chat and email).
• 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.
• Deep familiarity and passion for responsible AI, the internet, internet platforms, and internet culture.
• High affinity and cultural awareness of political and social situations regarding the relevant market and region to be supported.
• Active participation in Accenture's well-being support program.

Note: Due to the nature of the role, exposure to objectionable or disturbing content, flashing lights, or contrasting light and dark patterns may occur.