Accenture · 14 hours ago
Trust & Safety Subject Matter Expert (SME)
Austin, TX
Full-time
Onsite
Entry, Mid Level
$27.49/hr - $27.49/hr
2+ years expAccenture is a leading consulting firm seeking a Trust & Safety Subject Matter Expert (SME) to help drive business transformation. The role involves analyzing and reviewing user-generated content, investigating issues, and ensuring compliance with client guidelines to maintain a safe online environment.
Business Information SystemsConstructionConsultingInformation ServicesInformation TechnologyInfrastructureManagement ConsultingOutsourcing
No H1B
Responsibilities
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
Investigate, resolve, and relay complex content issues to the broader Trust and Safety team
Provide feedback on trends identified in review
Ability to diagnose and solve problems facing multiple clients
Becoming a Subject Matter Expert (SME) in the tools and processes
Collect, analyze, and use relevant data to develop ways to improve overall user experience
Identify inefficiencies in workflows and suggest solutions
SME for all workflows within your vertical
Gather insights from SMEs for Weekly Business Reviews (WBRs)
POC for QA, Training, Reporting when it comes to SME requests
Coordinate syncs and handovers between SMEs on different shifts
Weekly alignment with counterpart in another site
Coordinate weekly SME meetings in local site
Communicate to respective SMEs relevant information about workflows, training schedule, shifts
Send to the Quality Team the list of names with respect to workflows, go live and nesting dates
Prepare shadowing schedule and buddy system for new joiners
Share best practices from different workflow SMEs across other workflows such as queue management, knowledge sharing, storage, trackers, etc
Qualification
Required
Minimum 2 years of work experience in a service desk or call center
Minimum 2 years of experience in customer service
Must be flexible to work any shift including nights, weekends and holidays
The role requires candidate pass English assessments with a minimum score of B2 for the written portion and C1 for the spoken portion
Strong coping, emotional resilience, and stress management skills
Excellent comprehension, communication, and English skills
Fluency in English required
Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies
Strong attention to detail
Preferred
Comfort synthesizing and analyzing information from multiple streams
Strong critical thinking and decision making skills
Experienced at using search engines to find information on the Internet
Familiar with and user of social media products
Excellent work pacing (time management) skills, able to work independently
Ability to work in multiple tools/web browser windows at one time
Familiar with MS office (mainly Excel) for updating progress
Self-starter, can easily adapt to change (new functionality, changing policies)
Good problem-solving abilities with results & detail-oriented focus
Demonstrated consistent commitment to your work while achieving quality scores and metrics
Superior analytical and investigative skills combined with the ability to navigate through ambiguity in a fast-paced environment
Willingness to work with sensitive, adult and controversial content
Experience in training, mentoring, or teaching
Proven leadership, teamwork and collaboration in a professional setting
Benefits
Competitive rewards
Access to benefits programs
World-class learning resources
Well-being support program
Company
Accenture
Accenture is a professional services company that provides solutions in strategy, consulting, digital, technology and operations.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$6MKey Investors
Youth Business International
2018-10-01Grant· $6M
2001-07-27IPO
Leadership Team
Jeff Laue
CEO and Senior Managing Director of Accenture Digital Inside Sales
Aditya Tandon
Intelligent Automation Canada Lead
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