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.

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.

The QA SME acts as a final arbitrator between multiple stakeholders to uphold a universal understanding of localized guidelines within a market. The role is also responsible for the identification of policy gaps, collaboration with Sampling QA, Market Point of Contact, and Policy teams to help ensure user safety and improve user experience.

What will I be doing?
- Working both independently, and in collaboration with stakeholders, to deliver high performance standards across all relevant projects, and develop a best practice model for maintaining high performance on those projects.
- Represent the team at global policy meetings to stay up to date with policy developments and provide feedback on implementation and execution.
- Act as Policy POC for relevant projects, facilitating efficient & timely communication of policy questions & updates between all internal & external stakeholders.
- Compile & deliver regular performance data reports to management teams as required.
- Facilitate RCA escalation through the relevant process.
- Identify and assess areas for performance improvement across each market, and be solution driven and proactive in delivering these solutions.
- Participate in or lead policy briefings to ensure any changes are consistent and in line with local cultural, socio, geographical and political conditions.
- Balance efficient delivery of tasks in each queue through TCS.
- Be able & willing to suggest or allocate resources to backfill temporary gaps in market support.
- Work closely with internal stakeholders to further develop onboarding training SOP's & materials, as well as ongoing legacy planning.
- Perform regular queue moderation, or participate in knowledge quizzes when required, to maintain policy implementation skills.
- Assist with interviews & other hiring process duties.
- Deputise for Team Leader when needed, assisting with operational tasks and performance monitoring etc.
- Collaborate with Team Leads to further develop internal structures for performance management, team, and individual growth.

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.

Qualifications

What should I bring with me?
Minimum Qualifications
- Bachelor's degree and above or equivalent working experience in a short video product user industry.
- At least 1-year QA or relevant experience in trust and safety or policy in a major tech or media company.
- Demonstrate a broad understanding of our business needs, and strategic thinking skills.
- Be familiar with the business logic of labeling and working mode of the upstream and downstream teams.
- Comfortable reporting to, or collaborating with, all levels of management & broader stakeholders.
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.

Preferred Qualifications
- Have a demonstrated ability to make good decisions in complex situations.
- A fast learner who has the ability to embrace a fast-paced working environment.
- Familiar with machine learning and content understanding.
- Strong cross-cultural communication and interpersonal skills.
- Strong presentation skills.
- A passion for helping others to grow, and a willingness to step beyond your comfort zone.
- Familiar with Microsoft Office Suite (PPT / Excel / Word)
- An understanding of tools such as the Working Hours tool, and Data Power are an advantage.
- 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 our 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.