DE032939-Trust and Safety Sr Analyst

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POSITION TITLE: Trust and Safety Sr Analyst
WORK SETUP: Return to Office

OVERALL PURPOSE:
The Team Lead will be responsible for the daily management of a team of content moderating analysts. They will be responsible for ensuring that SLAs are met and that the quality rate of their analysts does not drop below contractual agreed percentages.

RESPONSIBILITIES:

• Management of content review analysts in 24/7 Operations

Making sure SLAs are met daily

• Calibrate with Quality Assurance analyst on quality scoring and research ways to fix quality issues, Identify holes in customer policies and drafts proposals accordingly.
• The Team Lead will oversee conducting daily huddles, week wrap up meetings and monthly 1x1s with the analysts and the management team. Shares information required for the team to be successful
• The Team Lead will be responsible for the professional growth of their direct reports, and will be responsible for the measurement of their team’s success
• Develops and maintains an understanding of customer Service Level Agreements and department’s key performance requirements
• Develops and maintains product knowledge, industry knowledge, business and professional skills by participating in on-the-job training and classroom training
• Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
• May act as the primary knowledge resource for a product and service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor.
• May take accountability for effectively handling senior level escalations or customer complaints received via various sources
• May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
• Enforcing Accenture core values within the team and project.
• Identify ways to automate and maximize the client process including submission of We@Accenture ideas.

OTHERS:
Project Shift Schedule: Rotation
Project Rest Day: Rotation
Project/Team Location: Client Site - Non-Accenture Facility

SKILL AND QUALIFICATIONS:

• Standard Team Lead profile
• At least 3 years relevant experience; 1 year supervisory experience