15 days old

DRO - Content Review Associate

Austin, TX 78703


Accenture Flex
offers you the flexibility of fixed duration
project-based work powered by Accenture, a leading global professional services
company. Accenture is consistently
recognized on FORTUNEs 100 Best Companies to Work For and Diversity Incs Top 50 Companies for Diversity lists.





As an Accenture
Flex employee, you will apply your skills and experience to help drive
business transformation for leading organizations and communities. In
addition to delivering innovative solutions for Accentures clients, you will
work with a highly skilled, diverse network of people across Accenture
businesses who are using the latest emerging technologies to address todays
biggest business challenges. You will receive competitive rewards and
access to benefits programs and world-class learning resources.





Job
Description


As a
Senior Agent, you will assist achieving team goals by supporting the team
members with the following: assisting
with training activities, answering questions for the team and users. You will
have responsibility for achieving your own daily processing targets and for
executing some of the more complex delivery items. Support the Team Lead in
providing clarification around process changes, updating the team on new
processes and educating agents on best practices. You will also be responsible
for engaging
with team to promote high performance culture and great place to work.


As a
Content Reviewer, you will be responsible for analysing and reviewing user
profiles, videos, and text-based content and/or investigating, escalating
and/or resolving issues that are reported by users or flagged by the system.
You will use your problem-solving skills to continuously deliver value to our
clients, while making a larger impact on society.





Shifts
Available TBD





Location


This
is not a virtual/remote role; the work is based at the client premises in the
area of Austin, TX depending on team supported. This role requires a distinct level of
professionalism. Relocation assistance is not provided.





Training


Individuals
are provided paid training, depending on the group supported. During the
training and initial ramp-up period, individuals will work their respective
schedule.





Duties
and Responsibilities





Resolving
cases efficiently and utilizing time productively


Assist
with training new joiners and Agent team members when required


Mentor
new and junior agents on best practices


Identify,
recommend and implement process improvements


Proactively
asks questions and maintains an awareness of the clients business, operational
activities, and processes within their team area


Communicate
relevant information on a timely basis to Associate & Team Leads and
escalate issues or complex delivery items when required


Support
the sharing of process knowledge and best practices within the team and across
the engagement, and can impact and influence others


Assist
in identifying solutions to more complex customer issues


Requires
professional interaction and communication, both within the Accenture
organization and with client contacts. May be called upon to represent
operational updates on behalf of Accenture to the client



Serve
as an advocate for the user community



Investigate
and resolve issues regarding content that is reported for account support
and/or safety; flag for action, and resolve within agreed-upon turnaround times
and standards of quality



Respond
to user inquiries with high quality, speed, empathy, and accuracy



Understand
and remain up to date with client policies and guidelines; resolve inquires
according to defined policies and procedures



Fulfil
base productivity and quality requirements



In
the context of this role, individuals will be exposed to potentially disturbing
content, and will need a level of resilience and maturity. We care for our
employees well-being, health and safety and ensure that they have the support
and resources needed to execute the responsibilities of their roles.





Basic
Qualifications






High
School Diploma or equivalent



Minimum
1 year of experience in a professional or military setting



Minimum
1 year of experience with software for office productivity, including Microsoft
Outlook



Minimum
1 year of experience in customer service



Minimum
6 months consecutive historical evidence achieving target metrics in AHT and
Productivity



Ability
to work holidays and weekends, including rotating shifts as directed by their
team and is subject to change.


Preferred
Skills / Experience





Self-motivated
to work independently, with minimal supervision



Strong
work ethic, taking personal accountability for accuracy and high-quality
outputs and demonstrating integrity to core team values



Positive,
target delivery focused attitude and experience of a service delivery
environment desirable


Demonstrate
leadership by giving back to the wider community through knowledge sharing



Excellent
time management skills and able to proactively and independently manage
workload and targets



Excellent
interpersonal skills and the ability to express ideas and concepts both orally
and in writing, recognizing the audience and communicating appropriately



Familiar
with MS Office (or similar Office applications, Slack, Trello etc) and able to
manage multiple tools / web browsers at one time



Excellent
Problem Solving and Organisation Skills



Team
player capable of proactively learning on the job, sharing information and
skills in a global team environment and support junior members of the team



Active
Social Media presence



Strong
problem-solving and troubleshooting skills



Experience
with confidential information collection and management


Professional
Skills






Excellent
communication (verbal and written), facilitation, and interpersonal skills



Passion
for ensuring a world class user support experience



Quick
learner and adaptable to learn new processes, concepts, and skills



Excellent
organizational and time management skills



Strong
attention to detail, results-oriented, self-directed, and inquisitive



Ability
to work collaboratively and independently while managing multiple projects,
assignments and/or responsibilities



Ability
to remain neutral and review work as defined by policies and procedures and
keeping personal bias aside.





Competencies







Skills &
Experiences



Proficiency Level


(Refer Defn. below)



Comments




Understanding of delivery and target driven environment



Experienced








Analytical investigative aptitude



Experienced








Interpersonal skills



Trained








Problem solving



Trained








Time management



Experienced








Coaching / Mentoring



Experienced








Customer Service



Experienced








Attention to Detail



Experienced













Proficiency Level



Definition




Trained(T)



- Attended a training course on this skill
and/or has had brief exposure to this skill.




- Uses basic terminology in regard to the
skill.




- Recognizes and/or articulates basic
concepts, facts, methods, techniques in day-to-day work experiences.




Experienced (E)



- Moderate exposure to this skill and
related work experiences.




- Can assist other team members with
questions and problems related to this skill




- Applies skill (at basic level to work
situations, with some guidance.




Skilled(S)



- Extensive exposure to this skill and
related work experiences.




- Applies skill (at advanced level) to work
situations with medium complexity, with little or no guidance.




- May train and/or direct the work of others
in application of skill.




Expert(X)



- Regarded as a center wide resource on this
skill.




- Applies detailed knowledge and skills to
complex (or new) work situations in multiple settings settings.




- Trains and/or directs work of other in
complex facts, methods, and techniques related to the skill.










Applicants
for employment in the US must have work authorization that does not now or in
the future require sponsorship of a visa for employment authorization in the
United States and with Accenture.





Candidates
who are currently employed by a client of Accenture or an affiliated Accenture
business may not be eligible for consideration.



Accenture
is an EEO and Affirmative Action Employer of
Females/Minorities/Veterans/Individuals with Disabilities.



Equal
Employment Opportunity



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.



Job
candidates will not be obligated to disclose sealed or expunged records of
conviction or arrest as part of the hiring process.



Accenture
is committed to providing veteran employment opportunities to our service men
and women.





Categories

Posted: 2020-10-12 Expires: 2020-11-11

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DRO - Content Review Associate

Accenture
Austin, TX 78703

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