Trust and Safety Associate - Accenture Solutions Pvt Ltd. - Bangalore
(2021-11)
Thrived in a dynamic and fast-paced environment, demonstrating adaptability by quickly adjusting strategies based on emerging threats and changes in online user behavior. Highly Motivated and passion for learning and contributing to the development everyday.
- Investigate and resolve issues regarding content that is reported for account support and/or safety; flag for action, and resolve within agreed upon turnaround times and standards of quality.
- Understand and remain up to date with client policies and guidelines; resolve inquires according to defined policies and procedures.
- Fulfill base productivity and quality requirements.
- Adapted project strategies to meet changing client requirements.
- Actively participated in weekly team meetings to share insights, discuss case studies, and conducted Refresher sessions for more efficient issue resolution.
- Spearheaded collaborative efforts to investigate and resolve complex trust and safety issues, working closely with team members to analyze patterns and develop proactive solutions.
- Played a pivotal role in safeguarding team interests by proactively identifying potential operational losses, thereby contributing to overall risk mitigation and ensuring sustained operational excellence.
- Designed and delivered comprehensive training programs for new inductees, facilitating their seamless integration into the team and ensuring a strong foundation in essential skills and processes.
- Developed and delivered impactful presentations, leading training sessions to effectively communicate key information and enhance team knowledge and skills.
- Understanding and providing feedback on workflows which investigate scams and fraud.
- Established a knowledge-sharing system within the team, ensuring that insights from resolved cases were disseminated to improve overall team expertise.
- Review, classify and/or remove content according to client guidelines, using specific tools.
- Understand and remain updated on changing client policies and guidelines.
- Investigate, resolve, and relay complex content issues to the broader Trust and Safety team.
- Participate in process improvement initiatives that improve quality and efficiency of work.
- Participate in continuous training programs and workgroup discussions for optimal development in the role and Engage in conversation around socially sensitive topics with the purpose of keeping our communities safe.
