Quality Specialist (Safety OnCall), Trust & Safety

Responsibilities
About the team
The Account, Interaction & Search Safety Team is a lean, agile team dedicated to safeguarding user interactions across Account, Search, Comments and Messages. Our mission is to adapt quickly and respond effectively to the evolving demands of platform safety. By streamlining workflows and establishing efficient operational processes, we prioritize rapid problem-solving to support moderation efforts and provide seamless cross-team collaboration to address safety concerns proactively.

We serve as the primary team for evaluating safety metrics and assessing the performance of both human moderation and machine-driven systems, ensuring that our safety standards remain robust and impactful. Working closely with frontline teams, we bring policies to life by providing ongoing guidance and operational support that aligns with our strategic business objectives. Through strong partnerships with Product, Data Science, Policy, Algorithm, ADSO-Search Operations, and front-line teams, we leverage diverse expertise to tackle safety challenges unique to user interactions.

With a commitment to data-driven improvement, we have developed a comprehensive metrics system to evaluate operational effectiveness, including moderation efficiency, quality metrics, and machine performance. By regularly monitoring and enhancing our processes, we work to exceed safety targets, close performance gaps, and continuously elevate the quality of platform interactions.

Our team also leads to building scalable, adaptable safety processes that meet both current and future needs. Through continuous process development, we ensure sustainable efficiencies and maintain operational excellence, evolving with the demands of a safe and thriving community.

About the role
The Safety OnCall Quality Specialist ensures the highest standards of quality, accuracy, and operational excellence in content safety Oncall operations. This role focuses on monitoring, evaluating, and improving the performance of OnCall Specialists, ensuring consistent adherence to global safety standards and processes. The specialist partners closely with Team Leads, Product & Process Solutions and Oncall Specialist teams to identify performance gaps, implement process improvements, and drive continuous operational excellence.

Responsibilities
1. Quality Management & Performance Evaluation
- Monitor Oncall escalation handling and workflow adherence to ensure compliance with global safety standards.
- Conduct audits, quality assessments, and performance reviews of OnCall Specialist work to identify gaps and areas for improvement.
- Collaborate with Oncall Team Lead to provide targeted coaching and feedback for performance enhancement.
- Develop quality assurance processes, checklists, and evaluation frameworks to maintain consistent service excellence.
2. Oncall Process Improvement & Knowledge Management
- Analyze recurring escalations, operational trends, and system inefficiencies to recommend process enhancements.
- Partner with Product and Process Solutions teams to implement solutions that eliminate recurring issues and improve operational workflows.
- Maintain and update operational knowledge bases and self-help tools to empower internal teams for self-service.
- Support the continuous improvement of escalation-handling processes to enhance overall operational quality and efficiency.
3. Data Analysis & Reporting
- Track key quality and operational metrics (e.g., SLA compliance, accuracy, CSAT) to assess team performance.
- Prepare detailed reports and dashboards for leadership highlighting trends, risks, and actionable insights.
- Collaborate with Reporting & Insights (R&I) teams to ensure accurate and timely visibility into operational performance.
- Provide recommendations for strategic initiatives to enhance team effectiveness and mitigate risks.
4. Stakeholder Collaboration
- Work closely with cross-functional teams, including OnCall Team Leads, Planning, Product & Process Solutions, and Oncall Specialist to align on quality initiatives and operational priorities.
- Serve as a point of expertise for escalation quality, workflow optimization, and process adherence across business lines.
- Support leadership in decision-making by providing actionable insights derived from quality monitoring and operational data.
5. Continuous Operational Excellence
- Contribute to the design and implementation of standard operating procedures (SOPs) and escalation guidelines.
- Support 24/7 operations by ensuring coverage, compliance with SLAs, and execution of quality improvement plans.
- Manage the RCA & Improvement interventions to continuously improve the quality of Oncall

Qualifications
Minimum Qualifications:
- Bachelor’s degree in a related field (e.g., Business, Operations, Data Analytics, or similar).
- 3+ years of experience in content safety, customer support, or operations quality assurance roles.
- Strong understanding of escalation handling processes, quality standards, and operational workflows.
- Experience in performance monitoring, auditing, and process improvement.
- Proficiency in reporting and analytics tools (Excel, SQL, Tableau, or equivalent).
- Excellent communication and interpersonal skills, with the ability to provide constructive feedback and collaborate across teams.

Preferred Qualifications:
- Experience in global or 24/7 content safety operations.
- Familiarity with on-call operations, workforce planning, and scheduling processes.
- Background in operational risk management and process optimization.
- Experience designing quality assurance frameworks or improvement initiatives.

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. ​
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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. ​
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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 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.​
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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.​