Content Labelling and Operations Specialist, Trust

6 months ago

Kuala Lumpur, Malaysia TikTok Full time

Responsibilities
About TikTok
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
About the team
Within Trust & Safety Operations our Content Labelling Operations Specialist provide leadership and day-to-day management of a team of Content Moderators. You will take responsibility for ensuring that the team has the skills, resources & support to perform at a high standard and look at ways to improve efficiency and team success.

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.

**Responsibilities**:

- Evaluate project's operation status through data analysis and form up reports for global synchronization. QA is a big chunk of the tasks along with coaching, training, calibrating with BPO labelers as well as adhoc task from Project's POC. Our labelers are 100% from BPO.
- Project managers for the monitoring of content ecosystem across multiple products. Will be working closely with the demand side (Product Owner) from the implementation of the projects, BPO labelers arrangement, training, coaching and calibration to reach the project's goals. Each project has different requirements and targets. (Projects = not referring to project's queue but project management as a whole)
- Proactively collaborate with cross-functional departments for project evaluation, resources coordination and subsequent work.
- Regularly track and review project's progress and performance to continuously improve its workflow and stability.

**Daily Routine Tasks**:

- Communicate with our stakeholders, whom are including the demand sides (RD/PM/OP), GPM(Global partnership management), and our vendors
- Support to determine whether we should receive the long-term and the short-term requests, we should consider multiple perspectives, like compliance, the working scope of our team, the resources we had
- Assist to calculate the manpower of the projects for each bi-month
- Design/help to design a training plan and implement it according to the timeline
- Monitor the daily data including productivity and quality
- Help to address the platform issues
- Optimize the labeling guidelines with details and examples to help our labelers have a much clearer understandings of ambiguous content, which would have a great help on the quality improvement.
- Weekly reports and weekly meetings. Need to identify the abnormal data in reports, gather RCA and come out with an action plans.

**Qualifications**:
Minimum Qualifications
- Diploma degree or above, short video product user.
- Excellent English proficiency, overseas working/ training is a plus.
- In-depth contact with local customs and culture is highly sensitive to social news.

Preferred Qualifications
- Possess strong learning ability, team management skills and cross-department communication.
- Able to work under mínimal supervision and have strong logic/ common sense related to job nature.
- Familiar with office software such as Excel, Word, etc. With data processing experience and other data analysis capabilities are preferred.
- Comfortable with and understand that the job requires reviewing internet content that may be deemed inappropriate and / or contain explicit materials
- 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
- 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.

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