Quality Assurance Specialist, Trust & Safety - USDS

Responsibilities

About the Team

The Safety Regulatory Compliance Operations (SRCO) Team for Tik Tok USDS is a multi-disciplinary team that handles risk detection, prevention and handling in the United States. The team is dedicated to maintaining a safe and secure online environment for users by actively monitoring and responding to emergent threats, ensuring compliance with legal regulations, and address real-life implications of online content.

As a member of the SRCO QA Team, you will be integral in ensuring that Tik Tok is a safe and trustworthy place for our community.

We're looking for a dedicated Safety Regulatory Compliance Ops Quality Assurance Specialist to champion quality within our SRCO team. In this role, you'll conduct comprehensive quality assessments and lead continuous improvement initiatives, using data to inform key decisions. Your focus will be on measuring individual operator performance while also evaluating the efficacy of our policies and processes to ensure broad compliance.

This position demands a keen eye for detail, innovative problem-solving, strong communication, and the ability to collaborate effectively with a wide range of stakeholders, including Policy and Process, Tooling, Legal and Training and Documentation to maintain our organization's operational excellence.

• Conduct Comprehensive Quality Assessments:
  Perform regular and ad-hoc quality reviews of Risk and Response Operations activities, including case reviews, process audits, and data analysis, to identify areas of non‑compliance, inconsistency, or inefficiency.
• Develop and Maintain Quality Standards:
  Contribute to the creation, refinement, and documentation of quality standards, guidelines, and scoring rubrics for individual operator performance and overall operational processes.
• Maintain backend data systems ensuring data quality, accuracy, and consistency across multiple sources.
• Design, build, and maintain intuitive dashboards and data tables that monitor key trust and safety metrics, enabling proactive issue detection and decision‑making.
• Develop, document, and continually refine data‑related processes and workflows; ensure data processes align with broader trust and safety strategies.
• Drive Continuous Improvement Initiatives:
  Identify root causes of quality issues and collaborate with internal stakeholders to develop and implement actionable solutions, process enhancements, and preventative measures.
• Analyze Performance Data and Trends:
  Collect, analyze, and interpret quality data to identify trends, patterns, and insights that inform data‑driven decisions and support operational maturity.
• Evaluate Policy and Process Efficacy:
  Assess the effectiveness of existing policies, procedures, and workflows to ensure they promote compliance, mitigate risk, and support efficient operations. Recommend updates or new policies as needed.
• Provide Constructive Feedback and
  
  Coaching:
  
  Deliver clear, concise, and actionable feedback to operators and teams based on quality assessments, fostering a culture of continuous learning and improvement.
• Collaborate with Cross-Functional Teams:
  Partner closely with Training and Documentation, Policy and Process, Tooling, Legal, and other relevant teams to ensure alignment on quality standards, process changes, and compliance requirements.
• Support Training and Onboarding:
  Assist in developing and delivering training materials related to quality standards, process updates, and compliance best practices for the Risk and Response Operations team.
• Document Findings and Recommendations:
  Maintain thorough and accurate documentation of quality assessments, findings, action plans, and progress tracking. Prepare reports and presentations for various stakeholders.
• Stay Abreast of Industry Best Practices:
  Continuously research and incorporate new methodologies, tools, and best practices in quality assurance and risk management to enhance the team’s capabilities.
• Contribute to a Culture of Compliance:
  Act as a champion for quality and compliance within the Risk and Response Operations team, promoting adherence to internal policies and external regulations.

Minimum…