Quality Delivery Leader, Trust & Safety - EMEA

TikTok

  • Dublin
  • Permanent
  • Full-time
  • 7 days ago
Our Trust & Safety Quality team plays a vital role in supporting continuous improvement within our content moderation ecosystem, focused on safety on our platform for our users and content creators. Our team is spread across the EMEA region, with our key hub in Dublin.As Quality Delivery Lead, you will report to the Head of Training & Quality for Video Safety Operations (VSO). You will be responsible for leading a group of team leaders supporting VSO within EMEA. Your team will be responsible for assessing the performance of moderation teams, conducting deep dive RCAs and metrics analysis, and making recommendations to drive continuous quality improvement. This role will provide leadership and oversight to the Quality teams ensuring that they are performing to the best of their ability and consistently achieving relevant targets and standards.Main Responsibilities:
Lead and motivate quality teams and directly support your Team Leaders in ensuring alignment of the teams with relevant Trust & Safety Policies and Procedures.
Ensure that your quality teams are providing support to our content moderation teams, helping to identify areas for improvement in our core metrics and driving changes that support continuous improvement.
Lead your Team Leaders and organisation to perform ad-hoc QA testing, RCA, data analysis & deep dives, make reports & policy recommendations, and triage escalations.
Build diverse and inclusive teams sharing a common goal of keeping our platform safe for our users
Supervise quality metrics in the markets within your scope, ensuring team's performance targets consistently met
Take responsibility of short term and long term growth strategy for your markets, defining priorities, managing resourcing and organisational structure
Provide balanced autonomy to your Team Leaders through giving them the tools, guidance and trust to make decisions effectively and efficiently
Initiate effective communication and collaboration across Moderation, Quality, Workforce Management and Policy teams to develop high quality experience for our users
Review management information and make suggestions and recommendations as to improvements across the department
Act as a point of escalation for your Team Leaders on all people related matters, listening to feedback and supporting issues/conflicts resolution
Lead and/or assist XFN or QA teams and Leadership with ad-hoc projects based on business needs or upon request
Encourage creativity and risk-taking
Deputise for the Department Leader, as required
Work flexibly to meet the needs of the service.Qualifications:Minimum Qualifications:
- Bachelor degree or equivalent level
- Experienced leading content moderator or quality teams at all levels: 3+ years of content moderation or quality team leadership required.
- Strong analytical skills with the ability to perform complex data analysis to derive key insights, backed with confidence in making data-led decisions.
- Experience recruiting, leading, and mentoring high performing teams, ideally including managing next-level people managers
- Exceptional interpersonal, customer service, problem-solving, communication, and conflict resolution skills
- Ability to lead effectively, prioritise projects, and ensure the delivery of high quality work under time constraints
- Ability to adapt rapidly to changing work environments, work priorities, and organisational needsPreferred Qualifications:
- Skilled at coaching and developing your direct reports
- Basic proficiency with MS Office Product Suite, advanced proficiency preferred
- Experience in Six Sigma, Lean principles, or Operational Maturity methodologies would be an advantage

TikTok