About the Team

The Search and Interaction Safety Operations team will assume a critical role in ensuring the seamless operation of Tik Tok's search and interaction feature, implementing operational processes, and overseeing day-to-day activities. By proactively addressing safety concerns and enhancing operational efficiency, the team will significantly contribute to Tik Tok's mission of providing a safe, smooth, and enjoyable search experience for users worldwide.

Responsibilities

• Conduct sampling and be the arbitrator of appeals to evaluate the quality of labellers and QAs involved in comment, messaging or any interaction-related projects.
• Work closely with multiple business partners (e.g., BPO or in-House labellers, QAs, Trainers, etc.) to enhance quality and efficiency, such as weekly calibrations, daily Q&As, quality analysis reports, etc.
• Create training materials, presentations, and manuals for use in moderations team in Interaction projects.
• Identify supports needs with TL and stakeholders and establish a training schedule to ensure all employees receive appropriate training.
• Evaluate cases on a daily basis and provide the RCA feedback, which can be translated into improvements of moderation quality in Interaction related projects.
• Generate recommendations for improvement and optimization, analyse and summarize the Interaction data.
• Optimizing standard operating procedures (SOPs) and being accountable for the improvement will ensure the strong delivery of business teams.
• Accountable for Interaction evaluation, conducting analysis reports, and fulfilling other related business requirements while offering guidance to deliver key project milestones and achieve optimization of data-driven strategies.
• Work independently as a designer for evaluation, exhibit an in-depth understanding of the business, and undertake responsibility for the entire evaluation process, including planning, execution, and presenting high-quality evaluation analysis to assist in product optimization.
• Perform other relevant and ad-hoc projects assigned by TL, such as urgent business requests and reporting from product teams.

Minimum Qualifications

• Bachelor's degree or above.
• Fluent in English and Brazilian and Portugal Portuguese including in-depth understanding of market regional culture.
• In-depth understanding of Tik Tok or similar social media platforms. 2+ years of working experience in the trust and safety industry will be preferred.
• Excellent content analysis and communication skills. Data analysis skills will be preferred.
• Ability to manage cross-functional operational efforts, work with data delivery, engineering, and product teams to ensure the smooth rollout of projects.
• Ability to manage high-volume workloads while maintaining accuracy and consistency.
• Demonstrates strong adaptability when navigating changes in scope, policy, or workload.

Preferred Qualifications

• Flexible, adaptable, proactive and self-motivated, and demonstrated ability to perform well in a highly changing environment.