Global Incident Management Quality Insights Specialist, EMEA - Trust & Safety

  • Dublin
  • Tiktok
About the team :Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community. As a Global Quality Insights Specialist, you will become an expert in IM escalations and work to support this team through targeted quality assessments, continuous improvement opportunities and much more. You will be part of a global team, assessing whether Incident Management accurately investigated, responded and resolved varying levels of escalations and reported incidents. This is a hugely exciting opportunity to join a rapidly expanding team. It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.Some content viewed may violate our community guidelines which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder. What will I be doing? - Conduct quality assessments across global Incident Management encompassing complex policies, processes and regional laws/regulations - Stay up to date on key workflow changes, operational guidelines and policy updates - 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, external partners, to establish a unified message and an understanding of events and root causes- Identify and recommend improvements to policies, processes, systems, and products that mitigate risk to TikTok- Create data-driven insights on escalation trends, and maintain feedback loops to leverage these trends to mitigate risk- Collaborate closely with data analytics team and engineering team to continually improve on tooling needs for quality metrics and data analysis- Provide feedback to IM team members regarding quality of work highlighting any identified risks and/or improvement opportunities Minimum Qualifications: - 3+ years of relevant experience in quality assurance, quality insights, continuous improvement, incident management, investigations or any such related fields in Trust and Safety- Ability to analyze information to identify trends and/or risks and using data analysis in solving and providing practical business insights or reporting critical information- Knowledge of social media challenges, sensitivity to safety or regulatory or compliance issue- Proven ability to make important decisions independently and multi-task under pressure, responding quickly to changing situations in complex environments without compromising quality- Experience working cross functionally with a variety of stakeholders in a fast-paced environment- Strong communication, training and presentation skills Preferred Qualifications:- Bachelor’s degree or above- Quantitative skills, data driven mindset, SQL or Excel skills Trust & Safety recognises that keeping our platform safe for 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. 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.