Quality & Training Specialist - VSO - Tagalog Global Operations - Content auditing Pasig Regular

Bytedance; Hinoba-an; On-site; PHP 450,000 - 630,000; Full time

Job summary

ByteDance is seeking a Quality & Training Specialist (QTS) to enforce safety policies at scale, focusing on audits, RCA, and policy interpretation. The role requires commitment to work shifts, weekends, and holidays as needed, and collaboration with multiple teams to drive quality and compliance across the organization.

You will lead calibration sessions, leverage AI tools to improve performance, and support training rollouts for policy updates to ensure clear understanding and consistent

Qualifications

• Minimum 1 year of QA auditing experience in trust & safety or high-volume operations.
• Strong RCA capability including trend identification and actionable feedback.
• Deep understanding of content policies and SOPs for complex/escalated cases.
• Excellent stakeholder management and ability to lead calibration sessions with cross-functional teams.
• Proficiency in data visualization, reporting, and QA/calibration tools; ability to leverage AI in workflows.
• Fluency in Filipino and English for local interactions and primary working language.

Responsibilities

• Quality Assurance & Auditing: Conduct regular analytical audits of human moderation, ensuring processes comply with data protection and Trust & Safety standards while meeting targets (Accuracy, RCA, and Appeal success).
• Data Analysis & RCA: Investigate recurring quality issues and translate data into actionable feedback for operations teams to optimize processes.
• Policy Interpretation & Curation: Provide expert judgment on high-risk cases and validate golden sets to guide enforcement accuracy.
• Calibration & Collaboration: Lead calibration sessions and partner with BPO partners and internal teams to align on global quality goals.
• Operational Oversight & Escalation: Resolve edge cases quickly and ensure policy updates are communicated and implemented across partners.
• Technical Reporting & AI Utilization: Use AI and QA dashboards to prepare weekly/monthly reports focusing on accuracy, error trends, and policy gaps.
• Training & Policy Cascade: Lead or support training on policy changes and guidelines, including BPO staff, around 20% of monthly output.

Skills

Quality Assurance

Root Cause Analysis

Policy interpretation

Cross-functional communication

Data visualization

AI utilization

Tools

QA dashboards

RCA tools

Calibration platforms

Job description

Join us as we work together to inspire creativity and enrich life around the globe.

Location:

Pasig

Employment Type:

Regular

Job Code:

A165069

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.

• 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

Qualifications

Minimum Qualification(s)

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 Filipino is required for interacting with local content and stakeholders, plus fluency in English as the primary working language.

Preferred Qualification(s)

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

Job Information

About Us

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.

Why Join ByteDance

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.

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-centered, innovative and integrated approach.