Quality Auditing Manager

Accenture; Hyderabad City Taluka; On-site; PKR 2,000,000 - 2,750,000; Full time

Job summary

A leading global professional services company in Pakistan is seeking a quality auditing manager to oversee a team of content moderators. The role involves ensuring the safety and quality of online content, managing audits, and fostering team performance. Candidates must possess strong attention to detail, excellent communication skills, and a minimum of 13 to 18 years of experience. This position requires proficiency in relevant tools and a solid understanding of content moderation guidelines.

Qualifications

• 13 to 18 years of experience in a relevant field is required.
• Strong resilience and coping skills are essential.
• Proficiency in English is necessary.

Responsibilities

• Assess the quality of analysts on the project.
• Meet volume and quality targets for all quality assurance audits.
• Develop and maintain client business needs processes.

Skills

Attention to Detail

Digital Literacy

Communication Skills

Quality Assurance

Cultural Sensitivity and Resilience

Data Analysis

Risk Assessment

Education

Any Graduation

Tools

MS Excel

Google Sheets

Job description

Job Summary

Skill required: Trust & Safety - Quality Management
Designation: Quality Auditing Manager
Qualifications: Any Graduation
Years of Experience: 13 to 18 years
Language - Ability: English (Domestic) - Proficient

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 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. You will be responsible for leading a team of 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 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?

• Content Moderation Guidelines: In-depth understanding of content moderation guidelines and policies specific to the platform or industry.
• Digital Literacy: Familiarity with various types of online content, including text, images, videos, and audio.
• Attention to Detail: Keen eye for identifying inappropriate, offensive, or harmful content.
• Policy Interpretation: Ability to interpret and apply content moderation policies consistently and accurately.
• Decision Making: Skill in making well-informed and consistent content approval or rejection decisions.
• Risk Assessment: Capability to assess the potential risks associated with various types of content.
• Data Analysis: Basic data analysis skills to identify trends, patterns, and areas of improvement.
• Communication Skills: Excellent verbal and written communication skills to deliver engaging refresher sessions. Active listening skills to understand reviewer questions and concerns. Engage in client discussion for process improvement sessions.
• Quality Assurance: Knowledge of quality assurance processes and best practices for maintaining content standards. Proficient in MS Excel/PPT/Word and/or Google Sheets/Docs/Slides with advanced skills in creating reports. Data analysis skills to interpret quality metrics and make data-driven improvements. Conduct RCA, provide feedback, and manage coaching logs.
• Cultural Sensitivity and Resilience: Awareness of and respect for diverse cultures, backgrounds, and perspectives in training delivery. Strong coping, emotional resilience, and stress-management skills. Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies.
• Conducting Huddles: Lead daily Pre-Shift and Post-Shift meetings to discuss Performance, Process updates, and Organizational initiatives.
• Task Management Guidance: Provide daily guidance to team members on how to efficiently manage their day-to-day tasks.
• SLA and KPI Achievement: Lead the team to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)/ Critical Performance Indicators (CPIs) defined by the process and the client.
• Performance Reviews: Conduct regular performance reviews (Monthly, Quarterly, and Yearly) for the entire team and implement Corrective Action Plans or Performance Improvement Plans as needed.

Roles and Responsibilities

• Assess the quality of analysts on the project.
• Meet volume and quality targets for all quality assurance audits.
• Develop and maintain knowledge of client and their business needs processes.
• Develop and maintain an understanding of client Service Level Agreements and the department’s key performance requirements.
• Develop and maintain product, industry, and business and professional skills by participating in on-the-job and classroom training.
• Participate in process calibration sessions with clients and cross-vendor.
• Take accountability for effectively handling escalations.
• Identify root causes for business-related issues and recommend solutions to improve overall client satisfaction.
• Assist with monitoring and tracking incidents to ensure timely resolution.
• Deliver individual and group feedback, provide coaching sessions, motivating, and encouraging analysts to improve performance.