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Partnership QA Team Lead

1 month ago

Kuala Lumpur, Malaysia Tiktok Full time

**Responsibilities**:
**Responsibilities**

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
- At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.
- 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 the Partnership Quality Assurance Team Lead, you will lead a team of 7-10 Partnership QAs (PQAs) in handling day-to-day management, escalations, implementing improvement projects, feedback, and performance.
- The PQA team is responsible for delivering partner quality insights, quality improvement plans and glide paths, and (but not limited to) conducting calibration sessions with our BPO partners as well as cross-functional teams internally.
- To eliminate any doubt, this role involves reading, viewing, listening and examining user-generated content to ensure they comply with community guidelines.
- Content includes images, video, text related to every day life, but they can also include (but are not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder.
- What will I be doing?- Lead and manage a team of PQAs, providing support, duty of case, and instill a collaborative and performance-driven culture
- Collaborate with cross-functional partners (Policy, Product Management, Data Analytics, etc) to identify, assess, and resolve safety-related issues in our products, promote wellbeing, as well as user safety
- Responsible for providing feedback and analysis on Policy updates, identify trends and areas of improvement for partner clusters and markets
- Guiding and coaching PQAs to improve deliverables to sustain their performance
- Ensure deliverables are on time and cascaded in an effective manner to partners
- Monitoring glide paths and tracking partner improvement
- Pushing out improvement projects with clear timelines and sprint cycles
- Ensuring the team is aligned with global direction and cascading information to the team in a timely manner
- Taking care of the team well-being, administrative tasks, and (buit not limited to) stakeholder management
- Validating reports and data provided to stakeholders/partners

**Qualifications**

What should I bring with me?- You come with previous experience in leading / managing /mentoring teams
- You have dealt with BPOs as clients or been in a BPO managing client expectations
- You possess prior experience in project management, operations, or QA, ideally within Content Quality / Safety environment
- You have experience in stakeholder management and cross-functional team collaboration
- You are comfortable using data analysis to identify trends and push out improvement plans/projects
- You understand basic SQL logic and you are comfortable building visual representation of data for stakeholder visibility
- You have experience in conceptualizing and building a team from scratch
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role
- 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.
- 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.Benefits