Quality Business Insights Analyst - USDS

Responsibilities
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. This advanced position involves assessing the quality of performance by moderation sites, reviewing sensitive and graphic content, and ensuring compliance with policies and processes to protect users and the platform.

As a Quality Business Insights Analyst within TikTok's USDS Training and Quality team, your role will report to the Moderation Quality Manager. You will play a pivotal role in supporting our Internal and External teams by executing high-quality processes, delivering insights from audits to internal stakeholders and business leaders, conducting system-wide root cause analyses (RCA) for Trust and Safety moderation queues, data validation process, QA deep dives, and taking charge of the quality insights generation for both in-house and BPO teams to ensure clear and concise communication results. Furthermore, you will be responsible for ensuring that the QA results serve as valuable business intelligence, facilitating process enhancements, and addressing areas needing improvement.

In this crucial position, you will propose evidence-based solutions, enabling your key partners to make informed decisions across the entire product and operations lifecycle of Trust and Safety moderation queues.

This team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that this role 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.

On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.

Responsibilities
- Perform complex data analysis to uncover problematic error trends, document and report findings to leadership
- Maintain expert understanding of TikTok’s policies, procedures, app features, and internal documents
- Work closely with internal and external teams to conduct RCAs and drive quality improvement strategies
- Support the calibration process, Monthly Quality Report, and Monthly Business Reviews.
- Utilize visualization and descriptive information to connect disparate ideas into cohesive, well-grounded insights for scalable and intuitive reporting with the goal of better aligning internal processes
- Analyze quantitative and qualitative datasets from QA processes to generate impact-driven recommendations for department partners including Training, Product, Workforce Management, and Enforcement Operations.
- Own, manage, and in some cases, advocate business cases for the development of new tools to support the QA processes.
- Own data validation process for all insights collected from audits, deep dives, and policy changes.
- Collaborate and partner with stakeholders in data & analytics, to support the creation of tooling and a dashboard for the Training and Quality Department
- Expert in QA processes including auditing, RCA, and calibration.
- Must be able to see beyond the spreadsheet and understand stakeholders’ requests and end goals in order to advise on short or long-term solutions.
- Develop automated reporting by ensuring data quality through documentation and providing quality assurance of delivered insights
- Communicate effectively with technical and non-technical audiences both verbally and in writing
- Design and analyze product experiments and suggest a framework to communicate results

Qualifications
Minimum Qualifications
- 3+ years experience in Trust & Safety, or similar industry experience
- 2+ years of quality assurance experience, reporting, analytics/ operational excellence
- Ability to use constructive and candid dialogue to influence others without relying on formal authority, as well as experience in technical writing and technical communication.
- Takes a measured and thoughtful approach to difficult situations, be comfortable with ambiguity, and be able to bounce back quickly from team challenges
- Able to work with minimal supervision, taking ownership of work and completing tasks in a timely manner, while adapting rapidly to changing work environments, priorities, and organizational needs.
- Self-motivated individual with strong organizational and problem-solving skills, including the ability to transition between detailed data and high-level insights.
- Ability to identify gaps in existing processes/ policies/procedures and ability to propose action plans to mitigate the issue.

Preferred Qualifications
- 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.

Trust & Safety
Content that this role 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 safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.

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.


About USDS
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.


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.


USDS Reasonable Accommodation
USDS 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/USDS-RA


Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $88000 - $151112 annually.
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.