Quality & Training Specialist

Role Overview

The Quality & Training Specialist team at TikTok acts as a pivotal link between overarching safety policies and their practical enforcement. The Market Lead manages scalable systems, proactively handles operational risks, and fosters team excellence, complementing the specialists who focus primarily on quality assurance.

This position demands flexibility to work in shifts, including weekends and public holidays, as operational needs require.

Key Duties

• Carry out systematic quality audits of human content moderation to ensure compliance with data privacy and Trust & Safety policies, aiming to meet targets like accuracy and appeal success.
• Analyze recurring quality concerns deeply by performing root cause analysis; spot trends and convert findings into actionable improvements for guidelines and operational teams.
• Interpret complex policy guidelines and validate benchmark data sets to guide precise enforcement.
• Lead team calibration sessions promoting consistency across multiple moderation teams and collaborate with diverse stakeholders to clarify policies and meet global quality objectives.
• Supervise unique or challenging cases swiftly and accurately, ensuring policy updates are fully communicated and enforced among all internal and external team members.
• Utilize AI tools and dashboards to streamline reporting, automate repetitive tasks, and produce detailed market accuracy and error trend reports regularly.
• Lead or assist in training programs introducing new policies or operational guidelines, particularly for BPO staff, dedicating roughly 20% of monthly workload to these initiatives.

Candidate Requirements

• At least 1 year of experience in quality assurance involving analytical audits and data integrity within trust, safety, compliance, or high-volume operational settings.
• Strong problem-solving and ownership abilities, capable of conducting root cause analyses and proposing process improvements, thriving under fast-paced and ambiguous conditions.
• Extensive expertise in interpreting content policies and SOPs with sound judgment on intricate or high-risk cases.
• Excellent communication and stakeholder management skills, with proven experience leading calibrations, training sessions, and collaborating with BPO and internal teams.
• Proficiency in data visualization and reporting tools, alongside leveraging AI to enhance workflow efficiency and provide system feedback.
• Fluent English communication skills are mandatory as the main working language.

Preferred

• Prior experience in high-volume, fast-paced operational environments.
• Meticulous attention to detail and ability to adhere to structured protocols.

Additional Information

The role involves exposure to sensitive and potentially distressing content such as bullying, hate speech, child safety issues, self-harm, and animal harm. TikTok focuses on employee well-being by providing comprehensive physical and mental health support programs tailored to this challenging environment.

About TikTok

TikTok leads the short-form video platform space, aiming to inspire creativity and bring joy globally. With headquarters in Los Angeles and Singapore, plus multiple offices worldwide, the company fosters a diverse and innovative culture.

Why Work with Us

TikTok values creativity, collaboration, and continual growth. The company encourages curiosity, humility, and resilience in its teams, offering opportunities to impact a growing tech landscape positively. Inclusive and diverse work culture is emphasized, celebrating varied experiences and perspectives.