Customer Service New Associate

About the Company

Accenture is a global leader in professional services, specializing in digital, cloud, and security solutions. The company merges extensive industry experience and expertise across over 40 sectors, offering Strategy and Consulting, Technology and Operations, and Accenture Song services. Employing 784,000 professionals worldwide, Accenture operates in more than 120 countries to drive technological innovation and create shared value for clients, partners, and communities.

Role Overview

This position involves contributing to Accenture's Trust and Safety team, which plays a crucial role in safeguarding the online environment by enhancing the quality and safety of digital content. The associate will assess profiles, audio, videos, and text-based content by reviewing, investigating, escalating, and resolving user-reported or system-flagged issues. This role may involve exposure to sensitive or graphic content and requires resilience and adherence to client guidelines. Additionally, associates will engage in testing and challenging AI platforms to promote responsible AI practices and content integrity.

Key Responsibilities

• Examine and classify content as per client-defined guidelines using specialized tools and channels.
• Stay informed on evolving client policies and industry developments related to content moderation and responsible AI governance.
• Investigate and resolve complex content concerns, escalating issues within the Trust and Safety team when necessary.
• Create and implement prompt strategies to assess large language models on topics including legal, medical, and sensitive areas.
• Evaluate AI model responses for appropriateness, refusals, or disclaimers according to client standards.
• Collaborate with team members to deepen understanding of responsible AI challenges based on model interactions.
• Contribute to establishing best practices for content moderation and responsible AI policy and governance.

Qualifications and Skills

• Graduate degree in any discipline.
• Experience ranging from no prior experience up to 1 year.
• Proficient Hindi language skills at an intermediate level.
• Strong emotional resilience and stress management capabilities.
• Excellent comprehension and communication skills in Hindi and other languages as applicable.
• Ability to perform work objectively without bias, aligning with client policies.
• Keen attention to detail and critical thinking aptitude.
• Ability to synthesize information from several sources effectively.
• Passion and familiarity with responsible AI, internet platforms, and relevant cultural and political contexts.

Additional Information

This role demands active participation in Accenture’s well-being support program aimed specifically at the Trust and Safety community to foster individual and collective wellness. The work may involve exposure to potentially disturbing content such as graphic, violent, or sexual material, thus requiring strong coping skills. Accenture provides necessary support and resources to ensure employee health and job performance.