Spanish-Speaking Quality & Training Lead

TikTok; Ciudad de México; Presencial; MXN 300.000 - 540.000; Jornada completa

Descripción de la vacante

TikTok is seeking a Quality & Training Specialist in Mexico City to uphold safety policies at scale. You will audit moderation, perform RCA, interpret complex policies, and lead calibration with cross-functional teams to drive global quality goals.

The role emphasizes data-driven feedback, training rollout, and leveraging AI tools to optimize workflows while maintaining strong Spanish and English communication.

Formación

• Proven expertise in conducting analytical audits, tracking performance targets, and maintaining data integrity within a trust and safety, compliance, or high-volume operational environment.
• Strong capability in conducting Root Cause Analysis (RCA), identifying trend patterns, and suggesting process optimizations that reduce error rates while maintaining high-speed moderation.
• Deep understanding of content policies and SOPs, with the critical thinking skills required to make expert judgments on complex or high-risk escalation cases.
• 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.
• Fluency in data visualization, reporting, and utilizing QA/calibration tools; ability to leverage AI to streamline workflows and provide actionable feedback.
• Fluency in Spanish is required for interacting with local content and stakeholders, plus fluency in English as the primary working language.

Responsabilidades

• 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.

Conocimientos

Quality Assurance

Root Cause Analysis

Policy Interpretation

Cross-Functional Communication

Data Visualization

Spanish Fluency

Descripción del empleo

TikTok is seeking a Quality & Training Specialist in Mexico City to uphold safety policies at scale. You will audit moderation, perform RCA, interpret complex policies, and lead calibration with cross-functional teams to drive global quality goals.

The role emphasizes data-driven feedback, training rollout, and leveraging AI tools to optimize workflows while maintaining strong Spanish and English communication.