Responsibilities
About TikTok U.S. Data Security 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 Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive.
This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. 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.
As a member of the US Legal Compliance Operations (LCO) Quality Insights team, you will be integral in ensuring that TikTok is a safe and trustworthy place for our community. LCO QI is responsible for balancing corporate compliance responsibilities with the appropriate operational safeguards to protect our users’ rights. Within and across each vertical, we work together to develop efficient workflows that mitigate legal risk. We are here to strike a scalable balance between what the law requires and what is operationally feasible to protect our users.
As a Quality Specialist, you will become a quality expert and work to support our Law Enforcement Response Team (LERT) by conducting quality assessments, continuous improvement initiatives and much more. Our team relies on accurate quality measurement and data-driven decisions to sustain scalable operations focused on operational maturity, consistency, and compliance. Quality includes measuring not only individual operator performance but also evaluating the efficacy of our policies and processes to ensure general compliance. This role will require critical thinking, creative solutions, strong communications, and excellent problem-solving.
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
- Conduct quality assessments encompassing complex policies and workflow processes for the US Law Enforcement Response Team (LERT)
- Support the US LERT team by learning workflows and performing core work
- Remain up to date on relevant workflow changes, operational guidelines, and policy updates
- Track/flag trends and patterns within assessments and cascade back to Performance Insights Manager
- Use quantitative & qualitative research methods to perform post hoc root cause analyses on designated high priority escalations
- Create and present case reviews that adapt to various audiences (leadership, specialists, etc.) to establish a unified message and an understanding of events and root causes
- Identify and recommend improvements to policies, processes, systems, and products that mitigates risk to TikTok
- Support the operational team on its quality initiatives, create data- driven insights on escalation trends, and maintain feedback loops to leverage these trends to mitigate risk
- Monitor quality assurance related metrics, familiar with data statistics and analysis
- Collaborate closely with data analytics team and engineering team to continually improve on tooling needs for QA metrics and data analysis
- Provide constructive feedback to LERT Team members and management regarding quality of work highlighting any identified risks
- Cross Train and support other verticals and initiatives as needed
Our LCO team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that the Quality Specialist 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.