Responsibilities
Team Intro
Trust and Safety Operations a pivotal team within U.S. Data Security. We strive to enable TikTok to become the most trusted and secure platform in the US through operational excellence in content moderation via innovations in technology, optimization in processes and investment in people. We ensure that we enforce our policies based on our community guidelines and we take appropriate actions in a timely manner to minimize risks on our platform to our users and advertisers.
As a Training & Quality (TnQ) Quality Analyst for User Support, you will play a pivotal role in driving excellence across in-house and BPO teams. Reporting to the Quality Operations Team Lead, you will lead quality initiatives, surface actionable insights, and support scalable frameworks that elevate TikTok's user support experience. This is a high-impact role for someone passionate about data-driven quality, process optimization, and stakeholder collaboration.
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Our TnQ Team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that the TnQ Team 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
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
- Complete weekly quality evaluations based on goals set by the QA Leadership
- Participate/ Lead in recurring calibration sessions to ensure alignment with department stakeholders in providing evaluations to front line staff.
- Conduct blind audits and deep dives to uncover root causes behind support performance trends.
- Lead the audit-of-the-auditor process, delivering weekly feedback to BPO and internal Quality Specialists.
- Facilitate calibration sessions between TikTok and BPO partners to ensure consistent quality standards.
- Share insights and trends with Training & Quality Leadership to support coaching and continuous improvement.
- Manage audits in different queues and productivity targets aligned to assigned sample sizes.
- Support intake processes that flag issues and opportunities for quality enhancement.
- Handle QA dispute processes, ensuring alignment across support functions.
- Drive reporting efforts and maintain data integrity across dashboards and QA tooling.
- Participate in testing new QA initiatives and process improvements developed by leadership.
- Maintain up-to-date knowledge of support policies and ensure teams are aligned with changes.
- Apply intermediate data analysis skills to interpret performance data and present findings.
- Collaborate on cross-functional projects and process rollouts as needed.
Qualifications
Minimum Qualifications
- Bachelor's degree or equivalent practical experience.
- Above 4 years in user services, content moderation, or governance & compliance.
- Above 2 years working in a Quality Assurance role or equivalent.
- Experience with CRM and QA systems (e.g., Zendesk, Google Sheets/Excel, Verint).
- Intermediate data analysis proficiency (Excel or similar platforms).
- Excellent communication, analytical thinking, and problem-solving skills.
Preferred Qualifications
- Prior QA evaluation experience strongly preferred.
- COPC certification is a plus.
- 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.