Quality Business Insights Analyst - USDS Trust & Safety

is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
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.

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.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

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

Our Moderation Quality team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that the Quality Business Insights Analyst 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.

It is possible that this role will be exposed to harmful content on a daily basis.

Qualifications

Minimum Qualifications

• 3+ years experience in Trust & Safety, or similar industry experience
• 2+ years of quality assurance experience, reporting, analytics/ operational excellence
• Ability to use constructive and candid dialogue to influence others without relying on formal authority
• Takes a measured and thoughtful approach to difficult situations, be comfortable with ambiguity, and be able to bounce back quickly from team challenges
• Able to work with minimal supervision, taking ownership of work and completing tasks in a timely manner, while adapting rapidly to changing work environments, priorities, and organizational needs.
• Self-motivated individual with strong organizational and problem-solving skills, including the ability to transition between detailed data and high-level insights.
• Experience in technical writing and technical communication.
• Ability to identify gaps in existing processes/ policies/procedures and ability to propose action plans to mitigate the issue.

Preferred Qualifications

• Bachelor's Degree or equivalent education/experience or 3+ years experience in a quality assurance role
• Understanding of the broader landscape of new policy developments in media, tech, and the entertainment industries
• Proven experience successfully manipulating, processing, and extracting value from large and disconnected data sets
• Experience working in a start-up, or forming new teams in established companies
• Interest in project management skill development
• Proven experience successfully manipulating, processing, and extracting value from large and disconnected data sets within spreadsheets and databases
• Familiar with Tableau or other data visualization tools that utilize query language
• Familiar with trends, challenges, and memes across media platforms such as TikTok, FB, 4chan, and Reddit
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• Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
• Your resilience and commitment to self-care to manage the emotional demands of the role.

Wellbeing Statement
Trust & Safety recognizes that keeping our platform safe for TikTok communities is no ordinary job. It can be rewarding, psychologically demanding, and emotionally taxing. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start: so our candidates are well informed before proceeding.

We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

D&I Statement
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.

Accommodation Statement
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/ktJP6

Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $83600 - $135111 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.