Overview
Job Title:
Delivery Operations Associate Manager.
Location:
Dublin.
This is a Work from Office Role
Must be open to working in a 24/7 environment.
About Accenture
Accenture is a trusted, innovative, and experienced partner to leading platform companies.
The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses.
Content moderation is meaningful work that helps keep the internet safe and can be challenging.
Individuals may be exposed to potentially objectionable and sensitive content.
This role requires strong resilience and coping skills.
Accenture offers well-being support resources for the Trust & Safety community.
What you will do
Participate in process calibration sessions with clients and cross-vendor teams.
Take accountability for effectively handling escalations.
Identify root causes for business-related issues and recommend solutions to improve client satisfaction.
Assist with monitoring and tracking incidents to ensure timely resolution.
Deliver feedback, provide coaching sessions, and motivate analysts to improve performance.
Content Moderation Guidelines: possess in-depth understanding of moderation guidelines and policies specific to the platform or industry.
Roles and Responsibilities
Analyze and solve moderately complex problems; typically create new solutions or adapt existing methods.
Understand the strategic direction set by senior management as it relates to team goals.
Interact primarily with direct supervisor or team leads; also with peers or management at client sites or within Accenture.
Require minimal guidance when determining methods and procedures on new assignments.
Decisions often impact the team and occasionally other teams; may manage medium-small sized teams or work efforts.
Note:
This role may require rotational shifts.
Skill Requirements
Trust and Safety Service Delivery Management P4
Qualification: High School Diploma or GED
Experience: 10 to 14 years
Language: English level C1
What would you do (continued)
Assess the quality of analysts on the project.
Meet volume and quality targets for all quality assurance audits.
Develop and maintain knowledge of client processes and business needs.
Understand client Service Level Agreements and the department\'s key performance requirements.
Develop and maintain product, industry, and professional skills through on-the-job learning.
Accenture is an equal opportunities employer and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation or gender identity.
Night shift note:
If required to work a night shift, complete a night worker health assessment.
Continued employment may depend on fitness to work night shifts.
About a broader context
Accenture is a global professional services company with capabilities across digital, cloud, and security.
We offer Strategy and Consulting, Interactive, Technology and Operations services across more than 40 industries with a large team worldwide.
Visit accenture.com for more information.
Disclaimer
Content moderation may be challenging and exposures to sensitive content occur.
We provide well-being resources to support employees in performing their roles.
A note about inclusion and diversity is provided; we are committed to equality and inclusion in the workplace.
Please advise if you have any particular requirements to arrange reasonable adjustments in the recruitment process.
You can contact us at ******.
Interview language assessment
As part of the interview process, you will be required to complete an English language test and a language test in the relevant language for this role.
You will be advised of the level you are required to achieve to successfully carry out the role.
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