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.

About the team
E-commerce's Governance and Experience (GNE) is a global team responsible for maintaining a safe and trustworthy marketplace for users, sellers, and creators. Our goal is to ensure user satisfaction by implementing policies, rules, and systems that guarantee high-quality standards. The Service and Moderation Team (SMT), part of the GNE organization, is dedicated to delivering world-class service and experiences to customers, sellers, and creators globally.

This role sits within our Moderation Model Strategy team, and will be responsible for the model data annotation delivery via leading BPO.

Responsibilities
- Manage model labelling requests from Algorithms, and Policy teams to ensure high quality and effiency delivery.
Draft/polish SOP for each data labeling request.
- Conduct regular/adhoc training and calibration to BPO partners on the data labelling SOP to assure BPO fully understands the SOP, and deliver high quality model labeling data to prepare for the successful development of model capability and implementation of model strategy.
- Monitor BPO agent and QA's accuracy and utilization rate to keep achieving the target to assure high level accuracy and efficiency.
- Identify and address the risk via data analysis, and present findings to stakeholders with recommendations for process/product tools, and drive solutions implemented to enhance auto moderation capability.
- Output data report for specific markets to assure transparency among internal and external teams.
- Responsible for guiding new joiners in order to achieve ramp-up targets;
- Collaborate closely with the global resource management team to manage specific markets' BPO's performance by complying with compliance protocols, and company policies.

Qualifications

Minimum Qualifications
- Bachelor's Degree or equivalent education/experience;
- Proficiency in English and Spanish language is required for this role in order to support our key stakeholders and moderation vendors for Spanish-speaking markets;
- Minimum 2 years working experience as Quality Assurance Analyst for Trust & Safety operations;
- Strong multi-task and project management experience, and written and verbal communication skills;
- Analytical mindset with the ability to drive process improvement.

Preferred Qualifications
- Advanced experience in project management, preferably in an E-Commerce or high-growth environment
- Good data analysis and visualization skills with Excel/Power BI etc.
- Strong ability to work collaboratively with cross-functional teams.
- Adaptable, fast learner, and highly motivated with experience in operations and project management.
- Highly organized and detail-oriented with a proactive work style.

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.