TikTok Quality & Training Manager - Trust & Safety Jobs in South Africa

TikTok Quality & Training Manager - Trust & Safety Jobs in South Africa


About the role

We are looking for a Quality & Training manager with a background in Trust and Safety, Quality Assurance, Content Moderation, and/or Operations Management.

As T&S Manager of Quality you will report to the Head of Training & Quality in Operations EMEA. You will lead a team of QA Leads and work closely with XFN Safety teams to enhance, maintain, and build new QA procedures.
  • 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 improvements.

    What will I be doing?
  • Be the owner of Operational Quality across all EMEA content moderation work and partner with cross functional partners on analysis and reporting.
  • Work with Safety Ops Leadership and XFN teams to understand various product ecosystems in order to ensure alignment of QA assessment procedures with product strategies
  • Coach & support QA leads to develop and/or enhance the Quality framework, methods for performance management, and tracking KPIs
  • Lead a team of Quality Assurance Specialists through Managers to perform ad-hoc QA testing, RCA, data analysis & deep dives, make reports & policy recommendations, and triage escalations
  • Analyse data first hand to validate recommendations made by your team in order to drive continuous quality improvement across partner sites and workflows
  • Enhance the quality process with automation of metrics by creation of dashboards
  • Lead and/or assist XFN or QA teams and Leadership with ad-hoc projects based on business needs or upon request
  • Validate information of RCA reports created by your team and present findings to key internal stakeholders
  • Ensure that our BPO partners meet and exceed quality targets and provide support needed to achieve objectives deep dives, make reports & policy recommendations
    and triage escalations

    Qualifications

    What should I bring with me?

  • Minimum Bachelor of Arts/Science degree in Business, Economics or Statistics
  • 4+ years in Content Quality, TnS Operations, or a similar industry
  • 4+ years leadership experience, managing FTE's and working with BPOs
  • Experience leading large teams (through layers) of minimum 150 HC
  • Strong analytical skills with the ability to perform complex data analysis to derive key insights
  • Able to explain data and trends with excellent communication skills
  • Experience working cross-functionally with external and internal teams
  • Ability to lead effectively, prioritise projects, and ensure the delivery of high quality work under time constraints
  • Strong proficiency in Data Analysis tools such as Microsoft Excel
  • Proficiency utilising data visualisation tools such as Tableau or Power BI
  • Experience in Six Sigma, Lean principles, or Operational Maturity methodologies
  • Proven leader with project management, planning, presenting and communication skills
  • Ability to adapt rapidly to changing work environments, work priorities, and organisational needs
  • Ability and willingness to work on various projects
  • Experience working with partners internationally across different time zones
  • Detail oriented with the ability to create and maintain reports, procedures, proposals and presentations
  • Outstanding natural communicator , exceptional verbal, written and communication skills in English.

    For More Information and Job Application Details, See;TikTok Quality & Training Manager - Trust & Safety Jobs in South Africa

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