Safety Model Operations Quality Assurance - Swahili

Role overview

This position sits within the Trust & Safety function, where the main objective is to help protect the online community by supporting fast and effective moderation of harmful material before it can spread widely. The role is centered on quality assurance, performance monitoring, process improvement, and stakeholder support across internal and external teams.

The successful hire will own the quality outcomes for their assigned stakeholders, remove barriers that affect performance, and help teams deliver at a consistently high standard. The work also involves reporting, calibration, policy communication, training support, and cross-functional coordination.

Key responsibilities

• Independently and collaboratively drive strong performance across assigned projects and help build a sustainable model for maintaining quality.
• Run recurring calibration sessions with stakeholders to align on standards, reinforce quality expectations, and share implementation feedback.
• Partner with the Policy point of contact to share policy updates, strengthen team knowledge, and route policy-related questions efficiently between all relevant stakeholders.
• Carry out daily audits, review errors, and provide actionable feedback to the teams involved.
• Prepare and present regular performance reports for subject matter experts and management as needed.
• Handle root-cause analysis escalations through the proper workflow.
• Spot performance gaps across markets and proactively recommend practical improvements.
• Take part in, or lead, policy briefings to ensure updates reflect local cultural, social, geographic, and political context.
• Manage queue output efficiently across platforms such as TCS or Rock Appeal.
• Step in to cover temporary support gaps in markets when needed.
• Support the onboarding team by improving training SOPs, training materials, and longer-term continuity planning.
• Carry out queue moderation or knowledge checks when required to keep policy application skills current.
• Help create and roll out a training plan within the agreed timeline.
• Work with cross-functional teams to understand project needs and operate effectively in ambiguous situations.

Qualifications and experience

The role calls for at least 1 year of QA experience, or relevant experience in trust and safety or policy work within a major technology or media company. Candidates should be able to think strategically, make sound decisions in complex situations, and understand how upstream and downstream labeling teams operate.

Strong written and spoken Swahili is essential because the role supports Swahili markets directly. English fluency is also required, as it is the working language. Applicants should be comfortable working with a wide range of cross-functional partners, learn quickly, and thrive in a fast-moving environment.

A bachelor’s degree or higher is preferred, though equivalent work experience in the short-video product/user industry may also be suitable. Additional strengths include experience in content moderation, content quality, content safety, or labeling; familiarity with Microsoft Office tools such as PowerPoint, Excel, and Word; exposure to machine learning and content understanding; and strong presentation, communication, and interpersonal abilities.

Working conditions and content exposure

This position may require regular exposure to sensitive or disturbing content. Examples include vulgar material, violence, pornography, fake news, bullying, hate speech, child safety issues, self-harm and harm-to-others content, and harm to animals. The work can be emotionally demanding and psychologically challenging at times.

The company states that it supports employee wellbeing through evidence-based programs and a person-centred approach designed to promote both physical and mental health throughout the employee journey.

About the company

TikTok is a leading short-form mobile video platform with a mission to inspire creativity and bring joy. Its global headquarters are in Los Angeles and Singapore, with additional offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why this workplace

The organization emphasizes creativity, curiosity, humility, resilience, and an “Always Day 1” mindset. It describes itself as a fast-growing technology company where challenges are treated as opportunities to learn, improve, and create meaningful impact.

Diversity and inclusion

The company says it is committed to building an inclusive workplace where people are valued for their skills, experience, and perspective. Its aim is to reflect the diversity of the global communities it serves.