Trust & Safety Subject Matter Expert (SME)

Job description

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 Becoming a Subject Matter Expert (SME) in the tools and processes Collect, analyze, and use relevant data to develop ways to improve overall user experience Identify inefficiencies in workflows and suggest solutions SME for all workflows within your vertical Gather insights from SMEs for Weekly Business Reviews (WBRs) POC for QA, Training, Reporting when it comes to SME requests Coordinate syncs and handovers between SMEs on different shifts Weekly alignment with counterpart in another site Coordinate weekly SME meetings in local site Communicate to respective SMEs relevant information about workflows, training schedule, shifts Send to the Quality Team the list of names with respect to workflows, go live and nesting dates Prepare shadowing schedule and buddy system for new joiners Share best practices from different workflow SMEs across other workflows such as queue management, knowledge sharing, storage, trackers, etc. 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 assessments with a minimum score of C1 Basic Qualifications: Minimum 2 years of work experience in a service desk or call center Minimum 2 years of experience in customer service 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 Experienced at using search engines to find information on the Internet Familiar with and user of social media products Excellent work pacing (time management) skills, able to work independently Ability to work in multiple tools/web browser windows at one time Familiar with MS office (mainly Excel) for updating progress Self-starter, can easily adapt to change (new functionality, changing policies) Good problem-solving abilities with results & detail-oriented focus Demonstrated consistent commitment to your work while achieving quality scores and metrics Superior analytical and investigative skills combined with the ability to navigate through ambiguity in a fast-paced environment Willingness to work with sensitive, adult and controversial content Experience in training, mentoring, or teaching Proven leadership, teamwork and collaboration in a professional setting Professional Skills: Strong coping, emotional resilience, and stress-management skills Excellent comprehension, communication, and English 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 law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below. We anticipate this job posting will be posted until 12/07/2026. Accenture Flex offers a market competitive suite of benefits including medical, dental, vision, and long-term disability coverage, a 401(k) plan, and paid time off. See more information on our benefits here: Accenture Flex Jobs Role Location Hourly Salary Range California $27.49 to $27.49 Colorado $27.49 to $27.49 Connecticut $27.49 to $27.49 District of Columbia $27.49 to $27.49 Illinois $27.49 to $27.49 Maine $27.49 to $27.49 Maryland $27.49 to $27.49