Trust & Safety Instructor Analyst - Bilingual: Arabic/English

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. 

You will be responsible for training Content Moderators whose role is 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 individual and you 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, any role supporting content moderation needs 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 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.  

As a Trainer, you will

Key Responsibilities:

• Facilitate new hire training with a high level of engagement with the Operations Team

• Follow objectives and client standards for job readiness goals

• Facilitate on-floor training to bridge product knowledge and skill gaps

• Undertake projects to improve our training processes

• Identify root causes for business-related issues and recommend solutions to improve overall client satisfaction

• Own training processes with a high level of accountability keeping in mind the internal as well as external stakeholders

• Participate in process calibration sessions with clients and cross vendor

• Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on-the-job and classroom training

• Stay up to date with product and process updates. Have a data-centric approach to problem-solving.

Note- The training content could be sensitive or of a graphic nature.

• Manage Training batches of 5 to 25 headcount per training schedule

• Lead training projects

• Deliver process/product/policy training in classroom/online environment

• Develop and deliver training courses for different trainees/markets/products

• Identify and assess training needs of the team to bridge any process/policy gaps for better performance and understanding about the policy

• Lead all Process RCA and build training plan to deliver

• Track and report all training activities of new batches

• Participate/lead policy briefings to ensure any changes are consistent and in line with local cultural, socio, geographical and political conditions

• Work with business team to achieve top performance, including group coaching, bottom performers identification and training

Role Requirements:

• This is an onsite role

• Must be open to working in a 24/7 environment

• Must be willing to work a rotational schedule

• Must be fluent in Arabic