Trust & Safety Operations Lead

Accenture; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Accenture is seeking a Delivery Operations Sr Analyst lead in Quezon City to supervise a Trust & Safety team reviewing user content and managing escalations. The role requires coaching, process improvements, and resilience in handling sensitive material.

You will ensure alignment with client policies and maintain high performance across the team. The position involves coordinating with stakeholders, maintaining quality, and evolving practices for responsible AI governance as part of a dynamic

Qualifications

• Standard Team Lead profile.
• At least 3 years solid experience; 1-year supervisory experience.
• Strong communication, written and spoken English, customer service, and stakeholder management skills.
• Proven leadership experience in coaching, developing, motivating, and managing teams.
• Strong analytical, critical-thinking, problem-solving, and attention-to-detail skills.
• Adaptable and flexible in managing changing workflows, schedules, conflicts, and operational requirements.
• High integrity with knowledge of social media operations, project management, and business process improvement.
• Strong coping, emotional resilience, and stress-management skills.
• Ability to perform duties objectively, devoid of inherent biases or personal beliefs.

Responsibilities

• Drive daily, weekly, and monthly targets while meeting client requirements, monitoring team performance, managing escalations, and ensuring effective day-to-day operations.
• Lead and motivate the team through clear goal-setting, delegation, coaching, feedback, conflict resolution, recognition, and team engagement activities.
• Identify process gaps and opportunities for improvement by leveraging team and user feedback to enhance execution, user experience, and overall operational performance.
• Support those who review, classify and/or remove, work with, view or engage with content according to client guidelines, using specific tools and channels and/or creating prompts to interrogate large language models, evaluating their responses, and contributing to the development of a baseline understanding of responsible AI issues for generative AI.
• Understand and remain updated on changing client policies and guidelines
• Investigate, resolve, research, and relay complex content or responsible AI issues to the broader Trust and Safety team

Skills

Team Leadership

Customer service

English communication

Coaching

Problem solving

Stakeholder management

Process improvement

Adaptability

Content moderation understanding

Job description

Accenture is seeking a Delivery Operations Sr Analyst lead in Quezon City to supervise a Trust & Safety team reviewing user content and managing escalations. The role requires coaching, process improvements, and resilience in handling sensitive material.

You will ensure alignment with client policies and maintain high performance across the team. The position involves coordinating with stakeholders, maintaining quality, and evolving practices for responsible AI governance as part of a dynamic