Quality Analyst - Mexico City

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.

About Trust and Safety
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
Our Operations team moderates millions of videos daily at a global level to ensure the contents are safe for our users. As a Quality team, we need to review and audit the contents which were moderated by our moderators, to handle appeals, providing feedback and support on policy questions.

Responsibilities
- Perform daily sampling tasks for audit purposes;
- Do thorough data analysis, report creation, feedback problems & handle necessary escalation and weekly feedback on moderation quality;
- Provide feedback and analysis on Policy updates to identify areas of improvement and potential gaps;
- Cooperate with moderation teams and Market POC to ensure the moderation quality is up to standard;
- Participate in the development of quality inspection standards and continuously optimize the process and system platform;
- Participate in occasional training sessions for our partners;
- Hold calibration sessions to our BPO partners.

Qualifications

Minimum Qualifications
- Experience in a BPO, call center or customer service environment
- Advanced English

Preferred Qualifications
- Previous experience performing a Quality Assurance role in a Content Moderation / Content Quality / Safety environment
- Attention to detail and you are comfortable using data analysis to identify trends

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

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