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Quality Assurance Lead

hace 2 meses

Veracruz, Veracruz-Llave, México Tiktok A tiempo completo
About the Role

The Quality Assurance Lead - Trust and Safety will be part of the Quality Operations team at TikTok, responsible for managing moderation accuracy assessment efforts across markets and lines of business. This role will drive operational excellence for MX and LATAM Quality Operations by managing a team of Quality Assurance Specialists and Team Leaders.

Key Responsibilities
  1. Operational Excellence: Drive operational excellence for MX and LATAM Quality Operations by managing a team of Quality Assurance Specialists and Team Leaders.
  2. Cross-Functional Collaboration: Collaborate effectively with cross-functional partners to ensure clear communication, insightful analysis, and comprehensive reporting.
  3. Product Ecosystem Alignment: Work with Safety Ops Leadership and XFN teams to understand various product ecosystems to ensure alignment of QA assessment procedures with product strategies.
  4. Team Management: Coach, support, and manage Quality Assurance Team Leaders and Quality Assurance Specialists with strong governance and leadership.
  5. Point of Contact: Be a point of contact for the specific function, working with regional peers to provide insights and execute strategy for the organization.
  6. Change Leadership: Be a change leader, communicating key strategic updates for the region with all relevant stakeholders globally.
  7. Quality Assessment: Possess a deep understanding of quality assessment processes and quality and efficiency performance metrics.
  8. Quality Data Analysis: Monitor and analyze quality data to identify areas for improvement.
  9. Problem-Solving: Problem-solve, ensure process integrity, and closure of quality feedback through Root Cause Analysis and Action Plans.
  10. Reporting: Generate comprehensive reports on quality performance and metrics for business reviews.
  11. Quality Concerns: Proactively address concerns regarding quality and recommend solutions.
  12. Global Projects: Collaborate with QSI and XFN teams to operationalize global projects.
Requirements
  1. Education: Minimum Bachelor of Arts/Science degree in Computer Science, Business, Economics, or Statistics.
  2. Experience: Valuable experience in Quality, TnS Operations, or a similar industry + people management experience, managing Full-Time Employees and/or working with Business Process Outsourcing companies.
  3. Communication Skills: Outstanding natural communicator, with exceptional verbal, written, and communication skills.
  4. Cross-Functional Experience: Experience working cross-functionally with external and internal teams.
  5. Leadership Skills: Ability to lead effectively, prioritize projects, and ensure the delivery of high-quality work under time constraints.
  6. Project Management Skills: Proven leader with project management, planning, presenting, and communication skills.
  7. Data Analysis Skills: Data-focused and detail-oriented with the ability to create and maintain reports, procedures, proposals, and presentations.
Preferred Qualifications
  1. Data Analysis: Proven ability to leverage data analysis to identify areas for improvement and implement solutions that enhance quality and efficiency.
  2. Adaptability: Ability to adapt rapidly to changing work environments, work priorities, and organizational needs.
  3. International Experience: Experience working with partners internationally across different time zones.
  4. High-Tempo Environment: Ability to work in a high-tempo environment, adapt, and respond to day-to-day challenges of the role.
  5. Resilience: Resilience and commitment to self-care to manage the emotional demands of the role.
  6. Operational Maturity: Experience in Six Sigma, Lean principles, or Operational Maturity methodologies (preferred, but not mandatory).

TikTok recognizes that keeping our platform safe for our 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 they 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.