Quality & Training Specialist - VSO - Sinhala Speaking

ByteDance; Gurugram District; On-site; INR 700,000 - 1,000,000; Full time

Job summary

ByteDance is seeking a Quality & Training Specialist (QTS) to uphold safety policies across our fast-growing platform in India. You will conduct QA audits, analyze data, interpret policies, and drive scalable improvements with cross-functional teams.

This role requires flexibility for shifts, weekends, and holidays, and involves training rollout support for BPO staff. You will leverage AI and dashboards to report on market accuracy and policy gaps, while ensuring consistent enforcement and

Qualifications

• 1. Min 1 year QA audit experience in trust and safety, compliance or high-volume ops.
• 2. Strong RCA skills and ability to drive process improvements.
• 3. Deep understanding of content policies and escalation judgment.
• 4. Excellent cross-functional communication and calibration leadership.
• 5. Fluency in data visualization, reporting, and AI-enabled workflows.
• 6. Fluency in Sinhala and English for review and collaboration.

Responsibilities

• Quality Assurance & Auditing: Conduct regular analytical audits of human moderation for accuracy and data protection compliance.
• Data Analysis & RCA: Perform RCA to identify root causes of quality issues and translate data into actionable improvements.
• Policy Interpretation & Judgment: Provide expert judgments on complex or high-risk cases and validate benchmark data.
• Calibration & Collaboration: Lead calibration sessions and align with BPO partners, PPS, PS, and OGS teams.
• Operational Oversight & Escalation: Manage edge cases and ensure policies and guidelines are communicated and implemented across partners.
• Technical Reporting & AI Utilization: Use QA dashboards and AI tools to produce weekly/monthly performance reports on accuracy and gaps.
• Training & Policy Cascade: Lead or support training on policy changes for BPO staff, ~20% of monthly output.

Skills

Quality Assurance

Root Cause Analysis

Policy Interpretation

Cross-Functional Collaboration

Data Visualization & Reporting

Languages: Sinhala & English

Tools

QA dashboards

RCA tools

AI tools for moderation

Job description

Responsibilities

The Quality & Training Specialist (QTS) department ensures that safety policies are enforced accurately and consistently at scale. The Q&T Market Lead acts as the strategic bridge between high-level policy and boots-on-the-ground execution. While Specialists focus on quality assurance, the Lead focuses on systemic scalability, proactive operational risk identification and mitigation, and team excellence.

This role requires commitment to work shifts, weekends, and public holidays as operational needs demand.

What will I be doing?

• Quality Assurance & Auditing: Conduct regular analytical audits of human moderation, ensuring all processes comply with data protection and Trust & Safety standards while maintaining specific audit targets (e.g., Accuracy, RCA, and Appeal success rates).
• Data Analysis & RCA: Perform deep-dives into recurring quality issues through Root Cause Analysis (RCA), spot error patterns, and translate data into actionable feedback for Operational Guidelines & Standards and Operations Teams to drive continuous process optimization.
• Policy Interpretation & Curation: Act as an authority to provide expert judgment on complex, ambiguous, or high-risk cases under quality methodologies and processes (like KOM). Deeply interpret safety guidelines and validate \"golden sets\" (benchmark data) to guide enforcement accuracy.
• Calibration & Collaboration: Lead calibration sessions to ensure consistency across different moderation teams. Partner with cross-functional stakeholders (BPO Partners, PPS, PS, and OGS teams) to simplify complex policy explanations and drive global quality goals.
• Operational Oversight & Escalation: Manage and resolve unprecedented \"edge cases\" with speed and accuracy. Drive policy cascading to ensure new policies & operational guidelines updates are 100% communicated and implemented across all relevant internal and external partners.
• Technical Reporting & AI Utilization: Leverage AI to improve performance and reduce manual, repetitive tasks. Utilize QA dashboards, RCA tools, and calibration platforms to prepare comprehensive weekly and monthly reports focusing on market accuracy, error trends, and policy gaps.
• Training & Policy Cascade: Lead or support training rollouts for new policy changes and operational guideline updates, especially for BPO staff, ensuring changes are clearly understood, operationalized, and consistently applied. This is estimated to take up around 20% of total monthly output deliverables.
• This role requires commitment to work shifts, weekends, and public holidays as operational needs demand.

Qualifications

Minimum Qualifications

• 1. Quality Assurance Experience: Min 1 year of proven expertise in conducting analytical audits, tracking performance targets, and maintaining data integrity within a trust and safety, compliance, or high-volume operational environment.
• 2. Problem-Solving Skills and Ownership: Strong capability in conducting Root Cause Analysis (RCA), identifying trend patterns, and suggesting process optimizations that reduce error rates while maintaining high-speed moderation. High level of self-motivation with the ability to operate independently, demonstrate end-to-end ownership, and thrive in a fast-paced, ambiguous environment.
• 3. Policy Interpretation & Judgment: Deep understanding of content policies and SOPs, with the critical thinking skills required to make expert judgments on complex or high-risk escalation cases.
• 4. Cross-Functional Communication: Excellent stakeholder management skills with the ability to lead calibration sessions, deliver training, and partner with BPO and internal teams to align on global quality goals.
• 5. Technical & Reporting Proficiency: Fluency in data visualization, reporting, and utilizing QA/calibration tools. Ability to leverage Artificial Intelligence (AI) to streamline workflows and provide actionable feedback on system functionality.
• 6. Fluency in Sinhala is required to review and evaluate Sinhala-language content and ensure accurate understanding of local linguistic and cultural context. Fluency in English is also required as the primary working language for internal communication, documentation, and collaboration with cross-functional stakeholders.

Preferred Qualifications

• 1. Experience working in fast-paced, high-volume operational environments
• 2. Strong attention to detail with ability to follow structured frameworks and guidelines

Trust & Safety at ByteDance

Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.

ByteDance recognises that keeping our platform safe for the ByteDance communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.

We are committed to the wellbeing of all our employees and promise 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.

About Us

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

Why Join ByteDance

Inspiring creativity is at the core of ByteDance's mission. Our innovative products are built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and enrich life - a mission we work towards every day.

As ByteDancers, we strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. By constantly iterating and fostering an \"Always Day 1\" mindset, we achieve meaningful breakthroughs for ourselves, our Company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.