Trust & Safety New Associate

As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture’s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources. Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies and other organizations. The Trust and Safety (Content Moderation and Responsible AI) offering(s) within Accenture helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses. Accenture’s Trust & Safety team serves as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience. They often systematically test, evaluate, and challenge AI systems and platforms to improve the integrity, quality and safety of content, including generative AI. 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, you may be exposed to objectionable or disturbing content flashing lights or contrasting light and dark patterns. This is meaningful work that helps keep the internet safe and responsible. It may also be challenging, at times. In this role, you may be directly or inadvertently exposed to, work with, view, or proactively engage with potentially disturbing, objectionable, and sensitive content (e.g., graphic, violent, sexual, or egregious) and expose AI systems to adversarial scenarios. Therefore, Trust & Safety resources 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 role responsibilities. This role requires 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. Key Responsibilities: • Review, classify and/or remove, work with, view, or proactively engage with content according to client guidelines, using specific tools and channels • Understand and remain updated on changing client policies and guidelines • Stay up-to-date with industry trends, identified generative AI shortcomings and advancements in content moderation and/or responsible AI regulations, governance, policy, and consulting work • Investigate, resolve, and relay complex content issues to the broader Trust and Safety team • Develop and execute prompt strategies to interrogate large language models on various topics related to responsible AI, including medical advice, legal advice, and other sensitive areas • Analyze the model's responses for appropriateness, inappropriateness, refusal to answer, or appending disclaimers to the response according to client definitions and guidance • Collaborate with other team members to create a comprehensive understanding of responsible AI issues based on a model's responses • Contribute to the development of best practices and guidelines for content moderation and responsible AI governance and policy • Manages assigned cases end to end, ensuring accurate documentation, timely resolution, and compliance with established policies and workflows. • Consistently meets or exceeds productivity, quality, and turnaround time targets while maintaining strong attention to detail and sound judgment. • Reviews and assesses content accurately and efficiently, applying company policies consistently and documenting clear, well-reasoned decisions. • Escalates complex or sensitive cases appropriately and collaborates with relevant teams to support effective resolution. • Maintains professionalism and empathy when handling challenging material, demonstrating resilience and effective stress management. • Adapts quickly to new tools, processes, and policy updates, remaining knowledgeable about company products and standards. • Uses data, market knowledge, and trend analysis to identify patterns, improve workflows, and enhance the overall user experience. • Proactively provides feedback and suggests process improvements to increase efficiency, quality, and scalability. Role Requirements: • This is an onsite role in Accenture’s downtown Austin office. You will be expected to relocate to and work in Austin, TX, and the pay range is set accordingly. • Must be flexible to work any shift including nights, weekends and holidays • The role requires candidate pass a verbal English assessment with a minimum score of C1 Basic Qualifications: • Minimum of 1 year customer support experience Preferred Qualifications: • Deep familiarity and passion for responsible AI, the internet, internet platforms, and internet culture • High affinity and cultural awareness of political and social situations regarding the relevant market and region that will be supported Professional Skills: • Strong coping, emotional resilience, and stress-management skills • Excellent comprehension, communication, and (insert language) 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 Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local