Quality Assurance Manager

Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate, and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make an impact happen with a career at TikTok.

The global Monetization Integrity team ensures TikTok users have a safe experience while viewing advertisements. They work closely with advertisers to create ad policies, manage content review processes, and more. As we continue to add advertising on TikTok, this team is critical in assuring a joyful and creative ads experience for the community.

As a Quality Manager, you will lead a team of QAs and QA Leads and work closely with XFN teams to enhance, maintain, and build new QA procedures. Your team will be responsible for assessing the performance of moderation/labeling teams, conducting deep dive RCAs and metrics analysis, and making recommendations to drive continuous quality improvement.

**Responsibilities**:

- Lead team capacity, forecasting, and resource allocation while accurately evaluating the performance of team members and providing direct and actionable feedback
- Coach & support QA and QA leads to develop and/or enhance the Quality framework, methods for performance management and tracking KPIs
- Collaborate to define and drive quality standards and execute strategies to consistently maximize impact and efficiency;
- Set up realistic and stretched goals and KPI metrics, monitor performance, and drive efficient actions.
- Ensure that our BPO partners meet and exceed quality targets and provide the support needed to achieve objectives in deep dives, make reports & policy recommendations, and triage escalations
- Identify and provide frequent business and operational quantitative insights to develop, optimize and standardize the quality management models and processes across geographies;
- Work with cross-functional partners across Product, Policy, Engineering, Strategy, Operations, and Sale to identify, formulate and implement scaled solutions
- Investigate and track emerging opportunities in the TikTok Ads ecosystem and synthesizes analysis to deliver compelling recommendations to leadership;
- Helps promote a company culture that encourages top performance and high morale.

**Qualifications**:

- Bachelor's Degree or equivalent education/experience in Content Quality, TnS Operations, Ads Operation, or similar industry.
- Bachelor's Degree or equivalent education/experience in Content Quality, TnS Operations, Ads Operation, or similar industry.
- Experience managing large teams
- Ability to lead effectively, prioritize projects, and ensure the delivery of high-quality work under time constraints.
- Quality management experience in a high-volume and fast-paced environment
- Deep understanding of quality control lifecycle management
- Ability to speak to data with excellent communication skills.
- Experience establishing and implementing quality standards, measurements, and processes at scale
- Ability to communicate and influence across teams and regions; find win-win solutions that meet the objectives of cross-functional partners while balancing risk
- Experience with policy, content/ads moderation & training
- Experience with SQL or language programming is a plus

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.