Instructor Analyst

Instructor Analyst

Skill required: Trust & Safety - Quality ManagementDesignation: Instructor AnalystQualifications:Any Graduation Years of Experience:3 to 5 years About AccentureAccenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do? 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 defence 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 training Content Moderators whose role is 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 individual and you 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, any role supporting content moderation needs 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.What are we looking for? As a trainer, you will • Facilitate new hire training with a high level of engagement with Operations Team • Follow objectives and client standards for job readiness goals. • Facilitate on-floor training to bridge product knowledge and skill gaps. • Undertake projects to improve our training processes. • Identify root causes for business related issues and recommend solutions to improve overall client satisfaction • Own training processes with a high level of accountability keeping in mind the internal as well as external stakeholders. • Participate in Process Calibration sessions with Clients and Cross Vendor • Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on the job and classroom trainings • Stay up to date with product and process updates. Have a data-centric approach to problem-solving Note- The training content could be sensitive or of graphic nature •Functional Skills • Training Expertise: • Subject Matter Proficiency: •• Communication Skills: •• Presentation/Facilitation Skills: •• Interpersonal Skills: •• Feedback and Evaluation: •• Adaptability: •• Technology/Functional Proficiency: •• Assessment and Measurement: •• Cultural Sensitivity and Resilience: Roles and Responsibilities: Your role requires following responsibilities – • Manage Training batches of 5 to 25 HC per Training schedule • Lead training projects. • Deliver process/product/policy training in classroom/online environment. • Develop and deliver training courses for different trainees/markets/products. • Identify and assess training needs of the team to bridge any process/policy gaps for better performance and understanding about the policy. • Lead all Process RCA and build training plan to deliver • Track and Report all Training activities of New Batches • Participate/lead policy briefings to ensure any changes are consistent and in line with local cultural, socio, geographical and political conditions. • Work with business team to achieve top performance, including group coaching, bottom performers identification and training.