Trust & Safety Associate - Voice

Accenture PLC; Hyderabad; On-site; INR 350,000 - 520,000; Full time

Job summary

Accenture PLC is seeking a Trust & Safety Associate to support content moderation efforts and ensure safe online experiences. You will review user content, apply client guidelines, and assist with real-time chat-based customer support.

The role emphasizes strong communication and problem-solving skills and requires 1–3 years of related experience, with graduation as a minimum. Accenture emphasizes resilience when handling potentially disturbing content and offers participation in well-being

Qualifications

• Excellent communication and problem-solving abilities.
• 2-3 years of customer support experience via phone, email, and chat.
• Ability to handle multiple chat conversations efficiently.

Responsibilities

• Review, classify and/or remove content according to client guidelines.
• Stay up-to-date with client policies and guidelines.
• Investigate and resolve complex content issues with the Trust and Safety team.
• Develop prompt strategies to interrogate large language models on responsible AI topics.
• Collaborate to establish best practices for content moderation.

Skills

Customer support

Communication skills

Problem solving

Education

Any Graduation

Job description

Skill required:

User-Generated Content Moderation - Content Moderation

Designation:

Trust & Safety Associate

Qualifications:

Any Graduation

Years of Experience:

1 to 3 years

About Accenture

Accenture 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 784,000 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 and other organizations. The Trust and Safety (Content Moderation and Responsible AI) offering(s) within Accenture helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses.
• Accenture's Trust & Safety team serves as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience.
• They often systematically test, evaluate, and challenge AI systems and platforms to improve the integrity, quality and safety of content, including generative AI.
• 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, you may be exposed to objectionable or disturbing content flashing lights or contrasting light and dark patterns.
• This is meaningful work that helps keep the internet safe and responsible. It may also be challenging, at times.

What are we looking for?

• As a Chat Support Agent, you will be responsible for providing high-quality, real-time customer service via chat.
• You will address customer queries, resolve issues, and provide necessary information to ensure customer satisfaction.
• The ideal candidate will have excellent communication skills, a strong problem-solving ability, and the capability to handle multiple chat conversations efficiently.
• 2-3 years of customer support experience via phone, email, and chat.

Roles and Responsibilities:

• Review, classify and/or remove, work with, view, or proactively engage with content according to client guidelines, using specific tools and channels.
• Understand and remain updated on changing client policies and guidelines.
• Stay up-to-date with industry trends, identified generative AI shortcomings and advancements in content moderation and/or responsible AI regulations, governance, policy, and consulting work.
• Investigate, resolve, and relay complex content issues to the broader Trust and Safety team.
• Develop and execute prompt strategies to interrogate large language models on various topics related to responsible AI, including medical advice, legal advice, and other sensitive areas.
• Analyze the model's responses for appropriateness, inappropriateness, refusal to answer, or appending disclaimer to the response according to client definitions and guidance.
• Collaborate with other team members to create a comprehensive understanding of responsible AI issues based on a model's responses.
• Contribute to the development of best practices and guidelines for content moderation and responsible AI governance and policy.
• In this role, you may be directly or inadvertently exposed to, work with, view, or proactively engage with potentially disturbing, objectionable, and sensitive content (e.g., graphic, violent, sexual, or egregious) and expose AI systems to adversarial scenarios. Therefore, Trust & Safety resources 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 role responsibilities.
• This role requires 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.
• High affinity and cultural awareness of political and social situations regarding the relevant market and region.
• Any Graduation

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

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