Responsibilities
About Us
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
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.
About the Team
E-commerce’s Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a Moderation Quality Assurance Analyst role to analyse moderation quality performance, evaluating the delivery quality of BPO sites, provide in-depth RCA for critical issues as well as the implementation of effective action plans. This position should be able to understand complex data sets, identify shortcomings or opportunities, multi-tasking and participate in different projects.

Responsibilities

• Build quality assessment processes and conduct quality assessments by ensuring and evaluating the delivery quality of BPO moderators reviewing content.
• Conduct root cause data analysis and provide key actions to improve processes.
• Participate in the development of quality inspection standards and continuously optimize the process and platform.
• Enhance moderation policy and work closely with operations and governence teams.
• Provide structural feedback, support, and act as a trusted point of contact for external stakeholders.
• Working closely with the QA Market leader, Training & SOP teams, understanding and resolving issues/blockers on moderation quality.
• Participate in different projects as and where required, identify shortcomings or opportunities, provide suggestions from a moderation quality improvement viewpoint.

Qualifications

Minimum Qualification

• Bachelor’s degree in any discipline.
• Minimum 3 years of hands on and in-depth experience in e-commerce or online safety and quality analysis.
• Excellent coordination skills and communication skills across multiple cross-functional teams to build plans and projects.
• Support business in shifts by following the labor laws.

Preferred Qualification

• Bachelor’s Degree in business administration, operations, or project management.
• Familiar with E-commerce compliance requirements and internet governance management, with a certain level of business sensitivity and risk awareness.
• Able to digest large data sets/policies in a cohesive and actionable manner.
• Experience in Program Management or Project Management roles.

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.

LI-Onsit

• Build quality assessment processes and conduct quality assessments by ensuring and evaluating the delivery quality of BPO moderators reviewing content.
• Conduct root cause data analysis and provide key actions to improve processes.
• Participate in the development of quality inspection standards and continuously optimize the process and platform.
• Enhance moderation policy and work closely with operations and governence teams.
• Provide structural feedback, support, and act as a trusted point of contact for external stakeholders.
• Working closely with the QA Market leader, Training & SOP teams, understanding and resolving issues/blockers on moderation quality.
• Participate in different projects as and where required, identify shortcomings or opportunities, provide suggestions from a moderation quality improvement viewpoint