Position: PPO (Premier Partner Opertations) Agent
Location: HYBRID
Office location: Sandyford, D18 (training period might be fully WFO)
Contract: Full-time role 40 hours per week (For internal applicants, the type of contract will remain unchanged)
Work Hours: 24/7: 7 days a week rotational shifts from 7am-10pm (weekend and bank holiday shifts included, no night shifts).
If you are required to work a night shift as part of this role, you are obliged to complete a night worker health assessment. Please note that it is a requirement of your continued employment, that you are fit to work night shifts and your employment may be terminated, if you are unable to do so.
** Kindly be informed that sponsorship is not available for this position. A valid Full-time work permit is mandatory for us to proceed with your application.
About the role:
Partner Operation reps serve as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience. You will deliver value to our clients, while making a larger impact on society.
You will be responsible for analysing and reviewing user profiles, investigating, escalating and/or resolving issues that are reported by users or flagged by the system or by reactive requests sent by partner managers. Due to the nature of the role, the individual may be exposed to sensitive content.
Partner Operation reps deal with public figures and media publishers across various platforms for a range of support issues. We are required to assess, quantify and implement workflow improvements to scale out support. We need to adhere to policies and risks with the ability to effectively translate them into scaled workflows that improve support and product experiences. We need to be comfortable performing repetitive tasks (partner support requests) and have the ability to perform well autonomously in an ever-changing fast passed environment.
Duties and Responsibilities
- Review, classify and/or remove content according to client guidelines, using specific tools and channels
- Understand and remain updated on changing client policies and guidelines
- Investigate, resolve, and relay complex content issues to the broader PPO team
- Serve as an advocate for the user community
- Participate in process improvement initiatives that improve quality and efficiency of work
- Participate in continuous training programs and workgroup discussions for optimal development in the role
- Engage in conversation around socially sensitive topics with the purpose of keeping our communities safe
- Strong coping, emotional resilience, and stress-management skills
- Excellent comprehension, communication, and (English) skills
- Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies
- Strong attention to detail
- Comfort synthesizing and analysing information from multiple streams
- Strong critical thinking and decision-making skills
- Deep familiarity and passion for the internet, internet platforms, and internet culture
- High affinity and cultural awareness of political and social situations regarding the relevant market and region that will be supported
- Ability to work well individually and as part of a team
- Ability to work differing rotations/shifts and non-standard work hours
- Flexibility in meeting changing business needs in a fast-paced environment
- Commitment to quality, efficiency, and effectiveness
- Previous business process outsourcing, customer service, or content moderation experience is a plus
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.
Content moderators serve as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience. 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, the user 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, content moderators 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 job 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.
In the context of this role, individuals will be exposed to potentially disturbing content, and will need a level of resilience and maturity. Due to the nature of this role, the post holder might regularly be exposed to and have to deal with stroboscopic effect images.
- Must be comfortable reviewing sensitive content including graphic pornography, violence, drug use, child abuse, etc.
- Majority of your time will be spent on general content music, sports, beauty, fashion, kids, etc. but you will come across some sensitive content on a weekly basis.
WHY ACCENTURE
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 459,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com
INCLUSION AND DIVERSITY
We are a global collective of diverse talents. Innovators improving the way the world works and lives. We provide an accessible, inclusive, open and welcoming workplace that helps everyone make the most of their professional potential. Discover how we are accelerating equality for all in the workplace. Click here
Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at accessIErecruitment@accenture.com
Due to the nature of this role, the post holder might regularly be exposed to and have to deal with stroboscopic effect images.
