Customer Support Quality Specialist - Creator Support

At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
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About
Building a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at TikTok helps ensure that our global online community is safe and empowered to create and enjoy content across all of our applications. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

About the team
We are looking for a motivated, highly-organized, detail-oriented Quality Analyst. In this role, you will gain valuable exposure to many areas of TT, will work with people of all levels, collaborate on projects, and be a champion for positive change.

As a Quality Analyst, you will become an expert in Creator safety queries and work to support the Global Safety Support team through quality assessments, continuous improvement initiatives and much more. You will be part of a global team, assessing whether our policies and processes are effectively implemented.

You're a motivated self-starter. You achieve results with speed without sacrificing quality. You're able to be a self-starter and make your own discoveries.

It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.

This may occur in the form of images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.

Responsibilities
- Conduct quality assessments across the Customer Support team encompassing complex policies, processes and regional laws/regulations
- Track/flag trends and patterns within assessments and cascade back to relevant stakeholders
- Stay up to date on key operational guidelines, policy updates and relevant regulations
- Use quantitative & qualitative research methods to create and present case reviews that adapt to various audiences and internal stakeholders to establish a unified message and an understanding of events and root causes
- Identify and recommend improvements to policies, processes, systems, and products that mitigate risk to TikTok
- Monitor quality assurance-related metrics, data statistics and analysis
- Create and present case reports that adapt to various audiences to establish a unified message and an understanding of root causes
- Provide constructive feedback to Safety Support team members regarding quality of work highlighting any identified risks and/or improvement opportunities
- Design, prepare, and deliver training and assessments on policies, processes and operational guidelines

Qualifications

Minimum Qualifications:
- Previous experience in Customer Support or Trust and Safety
- A passion for helping our creator community
- Ability to analyze information to identify trends and/or risks
- Strong communication, training and presentation skills
- Highly collaborative and proactive
- Proven ability to make important decisions independently and multi-task under pressure, responding quickly-to changing situations in complex environments without compromising quality
- Experience with social media, analytical tools and online research
- Experience working cross functionally with a variety of stakeholders in a fast-paced environment
- Experience solving problems, analyzing data and using data in solving and providing practical business insights or reporting critical information

Preferred Qualification:
- Bachelor's degree or above
- 2-4 years of relevant experience in quality assurance and/or continuous improvement
- Comfortable reviewing and dealing with sensitive content
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role
- Your resilience and commitment to self-care to manage the emotional demands of the role

TikTok Trust & Safety recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.

We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.