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Job

Digital Rights Operations CL13 - Spanish (FTC 12 months/ Secondment - Maternity Leave)

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Accenture

8d ago

💼 Graduate Job

Dublin

AI generated summary

  • You need 1-2 years of customer service experience, fluent Spanish, attention to detail, and critical thinking skills to assess content against client policies objectively. Stress-management and good communication are key.
  • You will evaluate, label, and identify patterns in suspicious activity, review content, conduct data entry tasks, provide feedback on trends, and address non-routine issues. Must be comfortable with sensitive and potentially disturbing content.

Graduate Job

Customer RelationsDublin

Description

  • As a DRO Agent you will be responsible for reviewing content on the internet to make sure it adheres to the client’s policies. You will be processing and reviewing accounts that have been flagged for review of potentially sensitive content to ensure there are no violations of policies. You will be validating, investigating and responding to inquiries of an urgent or sensitive nature within established guidelines. This includes coordinating with client subject matter experts to respond to or support in the response to inquiries and/or escalations which may be generated by include but not limited to external third parties, Client or Accenture.

Requirements

  • Minimum 1, 2 years customer service experience in a professional work environment
  • Fluent in Spanish (Preferably Spanish from Latin America). Language test will be carried out
  • Preferred Qualifications
  • Previous legal experience studies
  • Previous content review experience
  • Good knowledge of internet and associated technologies
  • Professional Skill Requirements
  • Results detail oriented
  • Strong written and verbal communication skills
  • Can critically assess content strictly against client policies
  • Strong coping, emotional resilience, and stress-management skills
  • Excellent comprehension, communication, and Spanish 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 analyzing information from multiple streams
  • Strong critical thinking and decision-making skills

Area of Responsibilities

Customer Relations

Responsibilities

  • Evaluate, label and identify patterns in suspicious activity
  • Review non objectionable content, create tasks, follow up on open tickets
  • Review account details for indicators provided by client analysis and determine whether the items meet criteria provided by client Policy.
  • Provide feedback on trends identified in review.
  • General data entry related tasks.
  • Provide suggestions to improve the process and workflows
  • Addresses most non routine issues
  • Ensures all work is performed in accordance with SLAs and metrics
  • Responsible for activities assigned by the Operations Manager
  • Review, classify and/or eliminate highly sensitive content Understand and remain updated on changing client policies and guidelines
  • Understand and remain updated on changing client policies and guidelines
  • Investigate, resolve, and relay complex content issues to the broader
  • Trust and Safety team within agreed-upon turnaround times and standards of quality
  • 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.
  • 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.

Details

Work type

Full time

Work mode

office

Location

Dublin