Head of Global Quality Solutions & Implementation

Join us.

This role is part of the Training and Quality pillar in Trust and Safety Operations. As the Head of Global Quality Solutions & Implementation, you will lead a team of Quality Solutions Specialists, Quality Insights Analysts and Quality Implementation Specialists and work closely with cross-functional Safety teams to define, maintain and enhance the quality strategy and system to ensure the safety of the TikTok platform.
Your team will be responsible for designing, implementing and enhancing the quality strategy and system for one of the TikTok lines of business as well as owning the global quality metrics, monitoring the performance of moderation teams, conducting deep dive RCAs and metrics analysis, and driving continuous quality improvements.
Responsibilities
- Lead the global Quality Solutions & Implementation Team for one of TikTok's key lines of business.
- Develop a clear Quality Management strategy leveraging people, processes and technology to drive scalable solutions and improvements
- Design, maintain, and enhance the E2E Quality System across specific business lines to ensure effective implementation across quality and moderation teams, both inhouse and BPO. Continuously improve the E2E quality system.
- Partner with key stakeholders to influence the overall quality management system
- Assess multiple inputs (Research and benchmarking, data analytics, voice of the QA and moderation) and turn into a clear strategy and direction.
- Responsible for global quality metrics. Identify insights from moderator performance data & work with Moderation Team Leads to define effective actions to drive quality improvements.
- Analyse data, understand key insights, and provide feedback loop to XFN teams, e.g. Policy Enforcement to drive continuous quality improvement across workflows.
- Identify key outliers and drive organisation and market level performance improvement plans.
- Provide insights to the Training and Performance Improvement Team.
- Implement quality improvements across global teams.
- Be a change leader, communicating key strategic updates with all relevant stakeholders globally.
- Lead strategic quality initiatives involving planning, organizing and partnering with business leaders from designing stage to execution stage.

Qualifications

Minimum Qualifications
- Significant global leadership experience and achievements in a very fast-paced environment
- In-depth experience in Content Quality, TnS Operations, or a similar industry.
- Ability to manage complex data analysis and derive key insights using various tools including Excel, Tableau and/or Power BI.
- Minimum Bachelor of Arts/Science degree in Computer Science, Business, or Statistics/Data Analysis. Experience in Six Sigma, Lean principles, or Operational Maturity methodologies
- 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.
- Excellent negotiating and influencing skills
Preferred Qualifications
- Strong data analysis experience and ability to garner insights from key data.
- Strong communication skills, stress-resilient and strong ability to adapt to change.
- Strong influencing skills.

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.