Quality & Training Specialist - LMO (Urdu Expertise)

TikTok; Kuala Lumpur; On-site; MYR 48,000 - 78,000; Full time

Job summary

TikTok Kuala Lumpur is seeking a Quality & Training Specialist with Urdu expertise to enforce safety policies at scale. You will perform audits, analyze RCA data, and provide expert policy judgments while collaborating with BPO, PPS, PS, and OGS teams to drive global quality goals.

You will lead calibration sessions, deliver training on policy changes, and leverage QA dashboards and AI tools to improve performance.

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.
• 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 Urdu is required to review and evaluate Urdu-language content and ensure accurate understanding of local linguistic and cultural context.

Responsibilities

• Quality Assurance & Auditing: Conduct regular analytical audits of moderation, ensuring processes comply with data protection and safety standards.
• Data Analysis & RCA: Perform root cause analyses and translate data into actionable feedback for Guidelines and Operations Teams.
• Policy Interpretation & Curation: Provide expert judgments on complex or high-risk cases.
• Calibration & Collaboration: Lead calibration sessions to ensure consistency across moderation teams.
• Operational Oversight: Manage edge cases with speed and accuracy.
• Policy Cascading & Training: Drive updates communicated across internal and external partners and train BPO staff.

Skills

Urdu fluency

Quality Assurance

Data analysis

Stakeholder management

Tools

QA dashboards

RCA tools

Calibration platforms

Job description

Quality & Training Specialist - LMO (Urdu Expertise)

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.

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 Urdu is required to review and evaluate Urdu-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

TikTok is the world's leading destination for short-form video. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

Our employees lead with curiosity, and move at the speed of culture. Combined with our company's flat structure, you'll be given dynamic opportunities to make a real impact on a rapidly expanding company as you grow your career. We have offices across Asia Pacific, the Middle East, Europe, and the Americas – and we're just getting started.

TikTok is the world's leading destination for short-form video. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

Our employees lead with curiosity, and move at the speed of culture. Combined with our company's flat structure, you'll be given dynamic opportunities to make a real impact on a rapidly expanding company as you grow your career. We have offices across Asia Pacific, the Middle East, Europe, and the Americas – and we're just getting started.

What can I earn as a Training Specialist