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 wellbeing support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.

The Training Manager manages the training team, develops & delivers training solutions using prescribed content, tools & processes, according to the Optimization process, quality, production & production standards. They have the primary purpose of developing training assets (including but not limited to instructor-led training, web-based training, application simulations, & performance simulation) based on high-level design specifications.

Achieves sales training operational objectives by contributing sales training information & recommendations to strategic plans & reviews; preparing & completing action plans; implementing production, productivity, quality, & customer-service standards; resolving problems; completing audits; identifying trends; determining sales training system improvements; implementing change. Additionally, the Training Manager requires minimal supervision throughout, & mentors & guides the team members during the design, development & training delivery process.

Roles and Responsibilities:

• Accountable for training solutions production, facilitation & delivery in sync with business needs for new hires, specialists, existing resources & new processes / projects through his team of Training Managers

• Develop an in-depth understanding about the subject matter through materials provided & individual research

• Assessment protocol & gather content from Subject Matter Experts & Sr.-Level Stakeholders

• Design & create tool-focused, performance enablement deliverables, through training & coaching

• Develop & integrate module content, materials & media to meet detailed training design specifications

• Analyze Sales performance of the process & determine training requirement based on the Account performance

• Help the team implement sales methodology to enhance performance

• Management of development & edit of content to support the overall learning goals & objectives

• Review course materials to confirm learning objectives have been met based on results of audience & report through daily governance

• Review deliverables for completeness, compliance with standards, & consistency with the detailed process design prior to sending to the client for review

• Review & revise content based on feedback from internal & client reviewers or stakeholders, resolve conflicting feedback

• Support training solutions development process

• Use process development tools according to defined standards, identify continuous improvement areas based on lessons learned

• Participate in course test activities such as PKTs, Refreshers, Train the Trainer programs, editorial & instructional design checks, properly document problems for issue resolution

• Collaborate with peers & Subject Matter Experts (SMEs) via professional communication channels to maintain relationships to enable continuous throughput improvement

• Review work of peers & contribute to best practice / lessons learned & developed on the job

• Evaluate course assessment results &prepare recommendations for future enhancements / updates using daily batch reports, early warning signals & feedbacks

• Accountable for training administration tasks

• Report status including estimates to complete work; identify potential risks for own & team efforts

• Highlight hiring errors to identify early stage misfits

• Receive & act on feedback related to deliverables & own team’s performance

• Provide assistance & mentor new Analysts on process tools, templates & iLCS process activities, take initiative to share ideas & best practices based on experience

Requirements:

• Previous experience evaluating quality preferred.

• At least 6 years relevant experience, preferably with experience in leading teams.

• Ability to motivate teams and rally the group toward organizational goals.

• Excellent oral and written communication skills.

• Passion for learning and creative problem-solving.

• Cyclical work shift including work hours at night.

• Overtime and On-Call may be required.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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