Quality Delivery Lead, Live & Monetization, LATAM & BR - Trust & Safety

TikTok; Ciudad de México; Presencial; MXN 1,473,000 - 2,026,000; Jornada completa

Descripción de la vacante

A leading social media platform is seeking a Quality Delivery Lead to oversee quality teams and drive improvements in content moderation. You will be responsible for ensuring alignment with Trust & Safety policies and achieving performance targets. Ideal candidates have leadership experience and a strong focus on data analysis and team motivation. This role is based in Mexico City and requires strong collaboration across various teams.

Formación

• Experience in a leadership role, preferably in quality or moderation.
• Strong understanding of Trust & Safety Policies.
• Proven ability to drive continuous improvement.

Responsabilidades

• Lead and motivate quality teams to ensure alignment with policies.
• Supervise quality metrics and ensure performance targets are met.
• Initiate communication across different teams to improve user experience.

Conocimientos

Leadership

Data analysis

Communication

Quality Assurance testing

Conflict resolution

Descripción del empleo

About the Team: Our Trust & Safety Quality team plays a vital role in supporting continuous improvement within our content moderation ecosystem, focused on safety on our platform for our users and content creators. Our team is spread across the AMS region, with our key hub in Austin. As Quality Delivery Lead, you will report to the Head of AMS Live Ops and be responsible for leading a group of team leaders supporting Live within AMS. Your team will assess the performance of moderation teams, conduct deep dive RCAs and metrics analysis, and make recommendations to drive continuous quality improvement. This role will provide leadership and oversight to the Quality teams ensuring that they are performing to the best of their ability and consistently achieving relevant targets and standards.

• Lead and motivate quality teams and directly support your Team Leaders in ensuring alignment of the teams with relevant Trust & Safety Policies and Procedures.
• Ensure that your quality teams are providing support to our content moderation teams, helping to identify areas for improvement in our core metrics and driving changes that support continuous improvement.
• Lead your Team Leaders and organisation to perform ad‑hoc QA testing, RCA, data analysis & deep dives, make reports & policy recommendations, and triage escalations.
• Build diverse and inclusive teams sharing a common goal of keeping our platform safe for our users.
• Supervise quality metrics in the markets within your scope, ensuring team's performance targets consistently met.
• Take responsibility of short‑term and long‑term growth strategy for your markets, defining priorities, managing resourcing and organisational structure.
• Provide balanced autonomy to your Team Leaders through giving them the tools, guidance and trust to make decisions effectively and efficiently.
• Initiate effective communication and collaboration across Moderation, Quality, Workforce Management and Policy teams to develop high quality experience for our users.
• Review management information and make suggestions and recommendations as to improvements across the department.
• Act as a point of escalation for your Team Leaders on all people related matters, listening to feedback and supporting issues/conflicts resolution.
• Lead and/or assist XFN or QA teams and Leadership with ad‑hoc projects based on business needs or upon request.
• Encourage creativity and risk‑taking.
• Deputise for the Department Leader, as required.
• Work flexibly to meet the needs of the service.