Quality Analyst-Creator Support- Los Angeles

Responsibilities

About the team We are looking for a motivated, highly-organized, detail-oriented Quality Analyst. In this role, you will gain valuable exposure to many areas of TT, will work with people of all levels, collaborate on projects, and be a champion for positive change. As a Quality Analyst, you will become an expert in Creator safety queries and work to support the Global Safety Support team through quality assessments, continuous improvement initiatives and much more. You will be part of a global team, assessing whether our policies and processes are effectively implemented. It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance. You're a motivated self-starter. You achieve results with speed without sacrificing quality. You're able to be a self-starter and make your own discoveries. Responsibilities - Conduct quality assessments across the Creator Support team encompassing complex policies, processes and regional laws/regulations - Track/flag trends and patterns within assessments and cascade back to relevant stakeholders - Stay up to date on key operational guidelines, policy updates and relevant regulations - Use quantitative & qualitative research methods to create and present case reviews that adapt to various audiences and internal stakeholders to establish a unified message and an understanding of events and root causes - Identify and recommend improvements to policies, processes, systems, and products that mitigate risk to TikTok - Monitor quality assurance-related metrics, data statistics and analysis - Create and present case reports that adapt to various audiences to establish a unified message and an understanding of root causes - Provide constructive feedback to Safety Support team members regarding quality of work highlighting any identified risks and/or improvement opportunities - Design, prepare, and deliver training and assessments on policies, processes and operational guidelines

Qualifications

Minimum Qualification - 2-4 years of relevant experience in quality assurance and/or continuous improvement - A passion for helping our creator community - Ability to analyze information to identify trends and/or risks - Strong communication, training and presentation skills - Proven ability to make important decisions independently and multi-task under pressure, responding quickly-to changing situations in complex environments without compromising quality - Experience working cross functionally with a variety of stakeholders in a fast-paced environment - Experience solving problems, analyzing data and using data in solving and providing practical business insights or reporting critical information Preferred Qualification - Bachelor’s degree or above - Comfortable reviewing and dealing with sensitive content - Previous experience in Customer Support or Trust and Safety

Job Information

【For Pay Transparency】 Compensation Description (Hourly)

The hourly rate range for this position in the selected city is $28.74- $35.73.

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.

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

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.

Trust & Safety

TikTok recognises that keeping our platform safe for the 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 Accommodation

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://tinyurl.com/RA-request