Quality Delivery Lead-Trust & Safety- Mexico City

TikTok

4.5

(6)

Mexico City, Mexico

Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • 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.
  • #A112169

    Position summary

    serve.
    Join us.

    About
    Building a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at TikTok helps ensure that our global online community is safe and empowered to create and enjoy content across all of our applications. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

    About the team
    The Quality Delivery Lead is part of the Quality Operations team and manages moderation accuracy assessment efforts across markets and LOBs. Drive operational excellence for MX and LATAM Quality Operations by managing a team of QAs and Team Leaders. Collaborate effectively with cross-functional partners to ensure clear communication, insightful analysis, and comprehensive reporting.

    Responsibilities
    Drive operational excellence for MX and LATAM Quality Operations by managing a team of QAs and Team Leaders. Collaborate effectively with cross-functional partners to ensure clear communication, insightful analysis, and comprehensive reporting.
    Work with Safety Ops Leadership and XFN teams to understand various product ecosystems to ensure alignment of QA assessment procedures with product strategies
    Coach support and manage QTLs and QA operations teams with strong governance and leadership
    Point of contact for the specific function, working with regional peers to provide insights and execute strategy for the organization
    Be a change leader, communicating key strategic updates for the region with all relevant stakeholders globally
    Possess a deep understanding of quality assessment processes and quality and efficiency performance metrics
    Monitor and analyze quality data to identify areas for improvement
    Problem-solve, ensure process integrity and closure of quality feedback through RCA and Action Plans
    Generates comprehensive reports on quality performance and metrics for business reviews
    Proactively addresses concerns regarding quality and recommends solutions
    Collaborates with QSI and XFN teams to operationalize global projects

    Qualifications

    Minimum Qualifications
    Minimum Bachelor of Arts/Science degree in Computer Science, Business, Economics or Statistics
    Valuable experience in Quality, TnS Operations, or a similar industry + people management experience, managing FTEs and/or working with BPOs
    Outstanding natural communicator, with exceptional verbal, written, and communication skills
    Experience working cross-functionally with external and internal teams
    Ability to lead effectively, prioritize projects, and ensure the delivery of high-quality work under time constraints
    Proven leader with project management, planning, presenting and communication skills
    Data-focused and detail-oriented with the ability to create and maintain reports, procedures, proposals and presentations

    Preferred Qualifications
    Proven ability to leverage data analysis to identify areas for improvement and implement solutions that enhance quality and efficiency.
    Ability to adapt rapidly to changing work environments, work priorities, and organizational needs
    Experience working with partners internationally across different time zones
    Ability to work in a high-tempo environment, adapt, and respond to day-to-day challenges of the role
    Resilience and commitment to self-care to manage the emotional demands of the role
    Experience in Six Sigma, Lean principles, or Operational Maturity methodologies (preferred, but not mandatory)

    Trust & Safety recognises that keeping our platform safe for TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. 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 joining.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.

    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.

    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/cdpT2

    Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • 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.