Responsibilities
About the Team 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 needs Preferred 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
Job Information
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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
Trust & Safety
TikTok recognises that keeping our platform safe for the 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.
