Quality & Training Specialist, Live & Monetization - Hebrew Speaker (12 Months Fixed-Term Contract)

TikTok; Lisboa; On-site; EUR 45,000 - 65,000; Full time

Job summary

TikTok is seeking a Quality & Training Specialist (QTS) within the Quality & Training team to ensure safety policies are enforced accurately at scale. The role centers on QA, auditing, RCA, policy interpretation, and calibration across moderation teams.

You will partner with BPO partners, PPS, PS, and OGS teams to simplify policy explanations, drive global quality goals, manage edge cases, and support training rollouts for policy updates.

Qualifications

• Proven QA audits experience in high-volume environments.
• Strong RCA and data-driven process improvement.
• Deep understanding of safety policies and SOPs.
• Ability to lead calibration sessions and cross-functional collaboration.
• Proficient in reporting tools and QA/calibration platforms.
• Fluency in Hebrew and English required.

Responsibilities

• Quality Assurance & Auditing: conduct regular analytical audits of human moderation and ensure compliance with data protection and standards.
• Data Analysis & RCA: perform RCA, identify trends, and translate data into actionable feedback for guidelines and operations.
• Policy Interpretation & Curation: provide expert judgment on complex high-risk cases and validate benchmark data to guide enforcement.
• Calibration & Collaboration: lead calibration sessions to ensure consistency across moderation teams and partner with cross-functional teams.
• Operational Oversight & Escalation: manage edge cases and ensure updates are communicated across partners.
• Technical Reporting & AI Utilization: use QA dashboards and AI tools to improve performance and create weekly/monthly reports.
• Training & Policy Cascade: lead or support training rollouts for policy changes and updates.

Skills

Quality Assurance

Root Cause Analysis

Policy Interpretation

Cross-functional

Data Visualization

AI in QA

Hebrew fluency

English fluency

Tools

QA dashboards

RCA tools

Calibration platforms

Job description

Responsibilities

About the Team

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.

Please note that this is a 12 months Fixed-Term Contract position.

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.

Qualifications

Minimum Qualifications

1. Quality Assurance Experience: 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 Hebrew is required for interacting with local content and stakeholders in the Hebrew market, plus fluency in English as the primary working language.

Preferred Qualifications

1. Candidates with Live and Monetization policy knowledge will be preferred