Workforce Management Analyst

Accenture is a trusted, innovative, comprehensive, 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 moderators serve as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience. You will deliver value to our clients, while making a larger impact on society.  

You will be responsible for analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the user may be exposed to flashing lights or contrasting light and dark patterns.  

Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, content moderators need strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their job role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.   

​​Role and Responsibilities​ 

Analyze performance measures and reports to verify that work is performed according to established procedures and guidelines. Perform root cause analysis. Work with other functional teams to access and understand data to be analyzed. Coordinate across the organization to add reporting insights. Identify process improvement opportunities. 

Perform data entry and research in various systems and tracking tools. Apply knowledge of processes and related systems to assist in identifying, assessing and resolving issues/problems. Assess and resolve non-standard and standard issues or problems. Seek advice and escalate issues when faced with tasks/problems outside the scope of the work. 

Qualifications and academic background 

• Perform data entry. 

• Data analysis and verification. 

• Customer Service skills. 

• Provides Metric performance report and trend analysis  

• Able to create and consolidate data repository  

• KPI and SLAs data entry 

• Knowledge in Reporting Services and processes 

• Knowledge of Microsoft Office (MS Excel – Basic/Intermediate Level) 

• RCA (Root Cause Analysis) – Theory associated  

• English Level (B2+,C1) 

Possible academic background 

• Data Analysis related fields.  

Preferred skills 

Effective Communication 

• Able to present to peers with respect, adequate voice projection and clear point of view. 

• Contributes actively in-team discussions.  

• Easily communicates policy updates. 

Creating Business Value 

• Collaborates with team members to complete required tasks. 

• Recognizes the issues that need to be raised and takes the initiative to raise those issues. 

• Participate in team projects and activities as and when . 

Building & Maintaining Relation 

• Maintains positive relationships and demonstrates positive intent while working with co-workers.