Trust & Safety Training Lead

Key Duties and Responsibilities:

• Design and facilitate specialized training for Conversational Fluency and Vocal Delivery (Tone, Intonation, Articulation). Ensure consistent AI Persona Emulation (Teacher, Coach, Companion) for the Navi Live workflow.
• Develop hands-on simulation environments for high-fidelity video production, precision temporal annotation (timestamps), and multi-modal data capture.
• Direct and produce all video-learning assets, including screen recordings and voice-over demos, ensuring all content is synchronized and scalable for global teams.
• Own the end-to-end process for initial and continuous rater validation, integrating voice and video performance metrics into the scoring model.
• Maintain and update all Product Knowledge Tests (PKT) and scenarios to reflect current ML policies and quality rubrics (e.g., Gemini usage restrictions and Feature Criticality modeling).
• Deliver actionable coaching feedback within a target 24-hour cycle for human errors identified during pilot phases.
• Formally hold accountability for operational errors caused by training gaps. Coordinate with Quality and Ops teams to close the Root Cause Analysis (RCA) loop and implement preventative measures.
• Act as the primary owner for the rollout of new policies and process updates, specifically addressing compliance issues flagged during Quality Audits.
• Maintain mandatory quarterly certification across all legacy and new workflows (Deku, Navi, Annotation) to remain the highest-level Subject Matter Expert (SME).
• Report directly to the Operations Manager with weekly training health metrics, proficiency trends, and strategic updates on workforce readiness.
• Empowered to make independent decisions within the training scope, including curriculum adjustments, certification standards, and the selection of training tools/methods to meet project deadlines.
• While overseeing the curriculum, the Lead must be prepared to personally conduct training sessions for new pilots, high-priority stakeholders, or underperforming cohorts as required by the business.

Qualifications:

• Must be able to produce professional-grade video, screen recordings, and audio demos.
• Requires a deep understanding of tone, intonation, and articulation to train human raters on AI Persona delivery.
• Holds formal accountability for training-related errors and must lead the Root Cause Analysis (RCA) process to prevent reoccurrence.
• Must manage an Agile Loop, delivering coaching feedback within a strict 24-hour window during pilot phases.
• Empowered to adjust certification standards and select training tools independently to meet deadlines.
• Responsible for upward reporting on workforce readiness, proficiency trends, and Training Health metrics.

About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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