Job Description

TikTok is the leading destination for short-form video. Our mission is to inspire creativity and bring joy.
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.
The Training and Quality (TnQ) team aims to drive collaboration, optimization, and synergy for Trust & Safety (T&S) global functioning, whereas other T&S functions fight at the frontline for content integrity and community safety. Our team ensures the smooth operation flow of our processes, removes roadblocks, and ensures processes are streamlined for maximum efficiency for our TnQ teams.
Responsibilities
As the Head of Quality Delivery, you will manage various teams across APAC that are responsible for driving quality initiatives and performing quality analysis for the APAC region.
The candidate will need to liaise with the Head of Training and Quality (APAC) to align with the company's objectives and proactively develop solutions or action plans.
The Head of Quality Delivery (APAC) will be responsible for quality of operations across APAC region, collaborating with our Partnership, Policy, Training, Platforms and Process teams.
What will I be doing?

• Devise and establish a company's quality procedures, standards and specifications.
• Manage a diverse team of quality analysts, partnership QAs.
• Manage all departmental employee related activities (i.e., hiring, training, appraisals, rewards).
• Provide ongoing development, feedback, coaching, and mentoring to the staff.
• Lead or participate on project teams to improve/monitor manufacturing quality issues/performance, or component design improvement activities.
• Develop, implement, and monitor various quality metrics. Identify opportunities for continuous improvement. Compile and represent data for monthly reviews.
• Review existing policies and make suggestions for changes and improvements and how to implement them
• Manage calibration of program.
• Gather and analyze data for root cause analysis. Coordinate and drive efforts to assure non-conformance and/or corrective action activities are opened and completed appropriately. Work with Engineering and Manufacturing to develop and implement process corrective actions
• Work in a cross-functional team environment including members from Policy, Product, Planning, Training and Operations.

Qualifications
What should I bring with me?

• At least 10 years of work experience in quality assurance, Lean , re-engineering or consulting domain.
• At least 8 years of operational experience, with the ability to lead and mentoring a huge team with 500 headcount span.
• You possess prior experience in a QA role, ideally within a Content Moderation / Content Quality / Safety environment.
• You have experience in a BPO / Call center / customer service environment.
• You have experience in managing outsourced partner/vendor relationships
• You pay attention to detail and you are comfortable using data analysis to identify trends.

Trust & Safety is committed to the wellbeing of all our employees. Our promise is 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 believe individuals shouldn't be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are passionate about this and hope you are too.