Trust & Safety Senior Analyst

Location: Bangkok
Salary range: Not stated
Workplace: In office
Level: Senior / Staff IC
Job family: T&S Operations
Posted: Recently

The T&S Network estimates this role to be M3, Manager. Key skills at this level: forecasts volume and staffs against it with real error bars, owns service levels and can explain a miss without blaming the queue, and governs a vendor relationship on quality, not only on cost per action.

Learn more about this and similar levels

Why this level

Estimated from the posting rather than stated by the employer: the title reads as P3, on the other track · manages people.

Apply on Accenture

The role, in T&S terms

Written by the T&S Network from Accenture's posting.

Leads a team of about 25 content moderators who review user profiles, audio, video and text, and investigate, escalate or resolve user reports and system flags. Sits in Accenture's Trust and Safety offering for platform clients, where the team's job is meeting client SLAs, KPIs and quality standards.

What you'd do

Run daily pre-shift and post-shift huddles on performance, process updates and initiatives.
Give reviewers daily guidance on managing their tasks and assign work schedules.
Hold regular one-on-ones covering performance, grievances and career goals, with coaching.
Run monthly, quarterly and yearly performance reviews and put corrective or improvement plans in place.
Coordinate with training and quality analysts on training needs and process gaps.
Write and maintain SOPs and process documentation for client deliverables.
Build daily, weekly and monthly performance reports for business reviews, and track attendance and timesheets.

What it asks for

Experience leading a team of content reviewers or similar operations staff.
Working knowledge of platform rules and online safety norms.
Strong resilience and stress-management skills for objectionable content.
Ability to apply policies objectively and without personal bias.
Analytical skills for performance data and reporting tools.
Excellent verbal and written communication skills.

Worth knowing

Exposure to graphic, violent, sexual or otherwise objectionable content, and to flashing lights.
Access to Accenture's well-being support program for Trust & Safety staff.
Work is for a client platform through an outsourcing firm.

Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on Accenture before you apply. If we got something wrong, report this listing.

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Still listed 11 hours ago