Job Description

About the team

The Safety Model Operations [SMO] team is responsible for building, optimizing, and maintaining machine learning models and operational processes that support TikTok's Trust & Safety systems. We ensure that automated safety models perform effectively in identifying harmful content, mitigating risks, and maintaining a safe user environment across regions.

The SMO Delivery Team plays a critical role in the organization. Its primary responsibility is to carry out the full spectrum of quality assurance activities for each project. This includes:

- Conducting detailed reviews and complex RCA's to ensure labeling accuracy and consistency

- Monitoring quality performance and compliance against project-specific KPIs

- Identifying trends, risks, and potential gaps in processes or guidelines

- Providing structured feedback and improvement recommendations to the Central Project Team

- Supporting continual optimization of workflows, tools, and evaluation methodologies

- Improve Model performance of AI models

Our frontline teams interact with images, video, 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:

- 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.

- Facilitate regular calibration meetings with stakeholders to maintain knowledge & quality standards, and provide feedback on implementation and execution.

- Work closely with the Policy POC to disseminate policy updates and knowledge to your teams, and facilitate efficient & timely communication of policy questions between all internal & external stakeholders.

- Perform daily audits and provide analysis of errors and feedback to respective teams.

- Compile & deliver regular performance data reports to SME & management teams as required.

- Conduct regular RCA escalations through the relevant process.

- Identify and assess areas for performance improvement across relevant markets, 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 cultural, socio, geographical and political conditions.

- Balance efficient delivery of tasks in each queue through relevant platforms such as TCS or Rock Appeal.

- Be able & willing to support or backfill temporary gaps in market support.

- Be able to support the internal onboarding team 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.

- Design/help to design a training plan and implement it according to the timeline.

- Please note that this position involves exposure to sensitive content, including but not limited to vulgar content, violence, pornography, and fake news.