Head of Trust & Safety Operations Training & Quality (TnQ), EMEA

TikTok

Dublin, Ireland

Why you should apply for a job with TikTok:

Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.

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Position summary

About Us TikTok is the leading destination for short-form video. Our mission is to inspire creativity and bring joy. Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine based moderation to remove harmful content quickly and often before it reaches our general community. Your wellbeing is very important to us. As part of this commitment, you will have access to our especially designed wellbeing programmes to support your physical and psychological health and wellbeing. We are looking for a Head of Quality with a background in Trust and Safety, Quality Assurance, Content Moderation, and/or Operations Management to lead our EMEA operations in rapid growth. Job Description As Head of Quality & Training, you will lead a leadership team made up of Quality & Training Managers and work closely with XFN Safety teams to enhance, maintain, and build new QA procedures. Your team will be responsible for assessing the performance of moderation teams, conducting deep dive RCAs and metrics analysis, and making recommendations to drive continuous quality improvements. What will I be doing? - Leader of the Training/Quality Assurance teams in EMEA hub, manage/mentor/lead the sub-teams to all kinds of safety-relevant projects in TikTok and other product lines. - Point of contact for the region, working with regional peers to provide insights and build the long term strategy for the organisation which is in a rapid growth stage. - Be a change leader, communicating key strategic updates for the regions with all relevant stakeholders globally. - Be the owner of Operational Quality and Training across all EMEA content moderation work and partner with cross functional partners on analysis and reporting. - Work with Safety Ops Leadership and XFN teams to understand various product ecosystems in order to ensure alignment of QA assessment procedures with product strategies - Coach & support QA / Training Managers and Leads to develop and/or enhance the TnQ framework, methods for performance management, and tracking KPIs - Lead a team of Quality Assurance Specialists and Trainers through Managers to perform ad-hoc QA testing, RCA, data analysis & deep dives, make reports & policy recommendations, and triage escalations - Analyse data first hand to validate recommendations made by your team in order to drive continuous quality improvement across partner sites and workflows - Automation of metrics by creation of dashboards for reporting and analysis - Lead and/or assist XFN or QA teams and Leadership with ad-hoc projects based on business needs or upon request - Validate information of RCA reports created by your team and present findings to key internal stakeholders - Ensure that our BPO partners meet and exceed quality targets and provide support needed to achieve objectives deep dives, make reports & policy recommendations and triage escalations What should I bring with me? - Minimum Bachelor of Arts/Science degree in Business, Economics or Statistics - 4+ years in Content Quality, TnS Operations, or a similar industry - 8+ years leadership experience, managing FTEs and working with BPOs - Experience leading large teams (through layers) of minimum 500 HC - Solid understanding of how Training and Quality work together - Strong analytical skills with the ability to perform complex data analysis to derive key insights - Able to explain data and trends with excellent communication skills - Experience working cross-functionally with external and internal teams - Ability to lead effectively, prioritise projects, and ensure the delivery of high quality work under time constraints - Strong proficiency in Data Analysis tools such as Microsoft Excel - Proficiency utilising data visualisation tools such as Tableau or Power BI - Experience in Six Sigma, Lean principles, or Operational Maturity methodologies - Proven leader with project management, planning, presenting and communication skills - Ability to adapt rapidly to changing work environments, work priorities, and organisational needs - Ability and willingness to work on various projects - Experience working with partners internationally across different time zones - Detail oriented with the ability to create and maintain reports, procedures, proposals and presentations - Outstanding natural communicator, exceptional verbal, written and communication skills in English. 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 believe individuals shouldn't be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are passionate about this and hope you are too.

What are TikTok perks and benefits

Lactation facilities

Fertility

Unconscious bias training

Networking

Succession planning

Diversity recruiting

Diversity performance

Short term disability

Paid paternity

Paid maternity

Paid adoptive

About the company

TikTok

Industry: Technology: Consumer Internet

As the leading destination for short-form mobile video, our platform helps people around the world become a part of a global community. In a world that feels more divided than ever, we are here to inspire creativity and bring joy. We do this by embracing change, thriving in ambiguity, and always looking for solutions.

Why you should apply for a job with TikTok:

Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.