Trust and Safety Agent CL13 - English -D2/ D4
Posted 2 hours 1 minute ago by Accenture
Position: Trust and Safety Agent
Location: Fully onsite: Dublin 2 or Dublin 4 (Accenture offices)
Contract: Full time, 40 hours per week
Work Hours: 24/7 rotational shifts (morning, evening, night), including weekends and bank holidays. Shift times: 6:30 am-3:00 pm, 3:00 pm-11:30 pm, and 11:30 pm-7:00 am. Night shift may be required and a night worker health assessment is a requirement.
Travel & Work Permit: Sponsorship not available; a valid full time work permit is mandatory.
Role Overview: You will analyze and review user profiles, audio, video, and text content, investigate, escalated, and resolve issues reported by users or flagged by the system. The role may expose you to flashing lights or contrasting light/dark patterns; content moderators may encounter graphic, violent, sexual, or egregious material. We provide well being support and resources to help cope with sensitive content.
Duties and Responsibilities- Review, classify, and if necessary remove content according to client guidelines.
- Keep up to date on changing client policies and guidelines.
- Investigate, resolve, and relay complex content issues to the broader Trust and Safety team.
- Advocate for the user community.
- Participate in process improvement initiatives to improve quality and efficiency.
- Engage in continuous training and workgroup discussions for optimal development.
- Engage in conversations around socially sensitive topics to keep communities safe.
- Maintain emotional resilience, coping, and stress management skills for exposure to potentially disturbing content.
- Demonstrate strong attention to detail, critical thinking, and decision making skills.
- Communicate effectively in English and synthesize information from multiple streams.
- English language proficiency; mandatory English language test as part of the interview process.
- Strong coping, emotional resilience, and stress management skills.
- Excellent comprehension, communication, and written & verbal 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, critical thinking, and decision making skills.
- Comfortable reviewing sensitive content including graphic pornography, violence, drug use, child abuse, and other potentially objectionable material.
- Majority of time will be spent on general content topics (music, sports, beauty, fashion, kids), with some sensitive content encountered weekly.