Search Operation QA - Global E-Commerce

At TikTok, we create together and grow together. That's how we drive impacts on ourselves, our company, and the communities we serve.
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About Trust & Safety
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
The Search Operations team aims to improve search user experience, contribute significant DAU impact to the products and drive for increase in traffic and GMV.

The Global E-commerce Ops Team is responsible for capturing and identifying users' commerce intentions and operating the whole process to promote GMV. This team focuses on building and strengthening user awareness that they can shop on TikTok, enhance the usage frequency of the search function, and stimulate users' e-commerce search needs, while improving users' search experience, accelerating the e-commerce business to grow.

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:
Operation & Data Management
- Complete daily operational tasks including quality inspection, policy and process optimization, queue assignment and handling escalations of the labelling project.
- Work closely with respective project stakeholders and vendors to stay up to date with policy developments and provide feedback on implementation and execution.
- Performing daily audits on internal systems, monitoring specialist's quality scores and providing analysis of errors and feedback to respective teams (R&D & Product Manager).
- Monitoring project data, recording daily output and quality scores, preparing data analysis/report of projects as well as validating reports and data provided to stakeholders/partners.
- Judging user search needs through various queries and tools, and sorting out the classification of requirements.
- Analyze the difference between search-type results such as goods, videos, hashtags, or users and rate the quality of these results based on policies.
- While it is assumed the evaluator will focus on their area of expertise, there will be occasions in which he/she will work on projects outside this core area that could require other capabilities, such as using assessment methods flexibly to support related projects.
Training Management
- Localizing the policy guidelines designing training schedules, coordinating and liaise with key stakeholders to ensure that all specialists successfully go-live within the targeted timeframe.
- Deliver process/product/policy training in classroom and/or virtually to new joiners.
- Involve in setting up product knowledge tests, sharing result analysis and working with key stakeholders to improve the product knowledge of the team.

Qualifications

Minimum Qualifications:
- Diploma/Degree in any related field.
- At least 1 year of exposure to search engine optimization, search labelling or any other search related business experience.
- Proficient English, both written and conversational.

Preferred Qualifications:
- Familiarity with search engines and algorithms of any social media platform would be a plus point.
- An in-depth understanding of the culture and familiarity with the internet usage habits of their users.
- Comfortable with and understanding that the job requires reviewing internet content that may be deemed inappropriate and / or contain explicit materials.
- Strong understanding of e-commerce platforms, customer journeys and localization challenges.
- Excellent identifying problems, problem-solving skills, and learning abilities.

Trust & Safety recognises that keeping our platform safe for 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.