Job Description

Trust and Safety Operations a pivotal team within U.S. Data Security. We strive to enable TikTok to become the most trusted and secure platform in the US through operational excellence in content moderation via innovations in technology, optimization in processes and investment in people. We ensure that we enforce our policies based on our community guidelines and we take appropriate actions in a timely manner to minimize risks on our platform to our users and advertisers. This advanced position involves assessing the quality of performance by moderation sites, reviewing sensitive and graphic content, and ensuring compliance with policies and processes to protect users and the platform.

As a Quality Business Insights Analyst within TikTok's USDS Training and Quality team, your role will report to the Moderation Quality Manager. You will play a pivotal role in supporting our Internal and External teams by executing high-quality processes, delivering insights from audits to internal stakeholders and business leaders, conducting system-wide root cause analyses (RCA) for Trust and Safety moderation queues, data validation process, QA deep dives, and taking charge of the quality insights generation for both in-house and BPO teams to ensure clear and concise communication results. Furthermore, you will be responsible for ensuring that the QA results serve as valuable business intelligence, facilitating process enhancements, and addressing areas needing improvement.

In this crucial position, you will propose evidence-based solutions, enabling your key partners to make informed decisions across the entire product and operations lifecycle of Trust and Safety moderation queues.

This team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.

On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.

Responsibilities

- Perform complex data analysis to uncover problematic error trends, document and report findings to leadership

- Maintain expert understanding of TikTok’s policies, procedures, app features, and internal documents

- Work closely with internal and external teams to conduct RCAs and drive quality improvement strategies

- Support the calibration process, Monthly Quality Report, and Monthly Business Reviews.

- Utilize visualization and descriptive information to connect disparate ideas into cohesive, well-grounded insights for scalable and intuitive reporting with the goal of better aligning internal processes

- Analyze quantitative and qualitative datasets from QA processes to generate impact-driven recommendations for department partners including Training, Product, Workforce Management, and Enforcement Operations.

- Own, manage, and in some cases, advocate business cases for the development of new tools to support the QA processes.

- Own data validation process for all insights collected from audits, deep dives, and policy changes.

- Collaborate and partner with stakeholders in data & analytics, to support the creation of tooling and a dashboard for the Training and Quality Department

- Expert in QA processes including auditing, RCA, and calibration.

- Must be able to see beyond the spreadsheet and understand stakeholders’ requests and end goals in order to advise on short or long-term solutions.

- Develop automated reporting by ensuring data quality through documentation and providing quality assurance of delivered insights

- Communicate effectively with technical and non-technical audiences both verbally and in writing

- Design and analyze product experiments and suggest a framework to communicate results