BPO Customer Service Subject Matter Expert  

About the Role: As a Customer Service Analyst (SME) you will perform the following (but not limited to) duties and responsibilities:

SME for Content Moderation

• 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 leading a team of 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.

SME for Voice Account

• Be subject matter expert across all facets of the business.
• Read, understand and analyze client process as per the business rules
• Participates in Knowledge Transfer of any process/client and acquires in depth knowledge of process as an SME.
• Support with QC and Audit mechanism within process to ensure delivery on SLA’s.
• Must have clear understanding of the existing matrices in the process, how they are measured and improvise the measurement system to make it more effective and transparent.
• Must be able to propose process improvement ideas which can reduce time, improved accuracy or enhance controls
• Always demonstrate the highest level of customer service.
• Pay close attention to detail and follow through to resolve any outstanding issues.

About You: The ideal candidate will have the following skills and experience:

• At least 2 years of BPO operations customer service experience
• Good organizational & prioritization skills.
• Analytical and problem solving skills.
• Quality driven – in communications and all system transactions.
• Strong written and verbal skills in English Language.