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Moderation Quality Assurance Strategist

1 month ago

London, Greater London, United Kingdom TikTok Full time
About the Team

TikTok's Governance and Experience (GNE) team is a global organization responsible for maintaining a safe and trustworthy platform for users, sellers, and creators. Our goal is to ensure user satisfaction by implementing policies, rules, and systems that guarantee high-quality standards.

Job Description

We are seeking a highly skilled Moderation QA Strategy Program Manager to join our Service and Moderation Team (SMT). As a key member of the GNE organization, you will be responsible for developing and implementing strategies to ensure high-quality moderation across our platform.

Key Responsibilities:
  • Develop and execute strategies to enhance moderation quality and policy effectiveness.
  • Lead efforts to ensure high-quality moderation delivery by working with BPO partners and conducting risk inspections.
  • Collaborate with QA market leaders and teams to refine moderation processes and policies.
  • Analyze complex data sets to identify trends, assess performance, and provide actionable insights.
  • Validate and implement rejection labels and manage moderation penalties based on data analysis.
  • Deeply understand and manage Seller, Listing, Content, and/or Intellectual Property Rights moderation guidelines.
  • Collaborate with policy teams to develop and refine quality inspection standards and moderation strategies.
  • Initiate, lead, and guide small to medium-scale projects aimed at enhancing moderation efficiency and quality.
  • Participate in large-scale projects to identify opportunities for improvement and provide business requirements (BRDs).
  • Work closely with Product Managers, Engineers, Legal teams, Customer Support, and other stakeholders to align moderation strategies with platform features and policies.
  • Develop training materials and support moderation teams.
  • Conduct risk assessments and develop action plans to mitigate identified risks.
  • Ensure that moderation practices comply with regulations and industry standards.
Requirements:
  • Bachelor's degree in Business Administration, Operations, Project Management, or a related field.
  • Advanced degree or certifications in project management or quality assurance is a plus.
  • Minimum 5+ years of hands-on experience in e-commerce, online safety, quality analysis, or a related field.
  • Proven experience in program or project management roles.
  • Strong analytical skills with the ability to interpret complex data sets and trends.
  • Excellent coordination and communication skills across multiple cross-functional teams.
  • Strategic thinker with a proactive approach to problem-solving.
  • Detail-oriented with strong organizational skills and the ability to manage multiple priorities.
Preferred Qualifications:
  • Deep understanding of moderation guidelines and strategies, including intellectual property rights and content policies.
  • Experience with quality management tools and risk assessment methodologies.
  • Familiarity with e-commerce compliance requirements and internet governance management.
  • Ability to work independently and lead projects effectively.
  • Fluency in a European language is desired.