Safety Model Operations Quality Assurance - Spanish (6-9 Month Fixed-term Contract)

TikTok; Lisboa; On-site; EUR 30,000 - 42,000; Full time

Job summary

TikTok Lisbon is seeking a QA specialist within Trust & Safety to help maintain high quality standards across internal and external stakeholders. You will perform daily audits, identify blockers, and provide analysis to drive performance.

The role requires 1+ year QA experience, fluency in Spanish and English, and the ability to work with cross-functional teams to implement policy updates and training materials.

Qualifications

• Minimum 1-year QA or relevant experience in trust and safety or policy in a major tech or media company.
• Demonstrate a broad understanding of business needs, strategic thinking and decision-making in complex situations.
• Familiar with labeling workflows and upstream/downstream collaboration.
• Fluent in Spanish and English for cross-market communication.
• Comfortable reporting to a broad range of XFN partners.
• Fast learner in a fast-paced environment.

Responsibilities

• Work independently and with stakeholders to deliver high performance standards across projects.
• Facilitate regular calibration meetings with stakeholders to share knowledge and quality standards.
• Collaborate with Policy POC to disseminate policy updates and ensure timely communication.
• Perform daily audits and provide analysis of errors and feedback to teams.
• Compile and deliver regular performance data reports to SME and management.
• Conduct RCA escalations through the relevant process.
• Identify areas for performance improvement across markets and implement solutions.
• Lead policy briefings to align changes with cultural and geographical conditions.
• Balance task delivery across queues using platforms like TCS or Rock Appeal.
• Support or backfill gaps in market support and onboarding training materials.
• Perform regular queue moderation and participate in knowledge quizzes to maintain policy skills.
• Design and implement a training plan according to the timeline.

Skills

QA experience

Spanish fluency

English fluency

XFN collaboration

Fast learner

Communication skills

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office Suite

Job description

Responsibilities

Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community

Our QA's will take ownership of the quality success of their internal or external stakeholders, identify and clear blockers to high performance, and be on hand to support their team in their drive for excellence. They will take a role in performance monitoring, and provide crucial reporting to relevant stakeholders, leading to the success & growth of our teams.

The successful candidate must be capable of working with XFN teams to identify the needs of their project. Be comfortable navigating ambiguous situations, and be able to set clear SMART goals for themselves & our teams.

They must also be willing and able to take ownership of this role, identify & suggest process improvements, & help to develop a best practice methodology for the QA role.

What will I be doing:

• Working both independently, and in collaboration with stakeholders, to deliver high performance standards across all relevant projects, and develop a best practice model for maintaining high performance on those projects.
• Facilitate regular calibration meetings with stakeholders to maintain knowledge & quality standards, and provide feedback on implementation and execution.
• Work closely with the Policy POC to disseminate policy updates and knowledge to your teams, and facilitate efficient & timely communication of policy questions between all internal & external stakeholders.
• Perform daily audits and provide analysis of errors and feedback to respective teams.
• Compile & deliver regular performance data reports to SME & management teams as required.
• Conduct regular RCA escalations through the relevant process.
• Identify and assess areas for performance improvement across relevant markets, and be solution driven and proactive in delivering these solutions.
• Participate in or lead policy briefings to ensure any changes are consistent and in line with cultural, socio, geographical and political conditions.
• Balance efficient delivery of tasks in each queue through relevant platforms such as TCS or Rock Appeal.
• Be able & willing to support or backfill temporary gaps in market support.
• Be able to support the internal onboarding team to further develop onboarding training SOP's & materials, as well as ongoing legacy planning.
• Perform regular queue moderation, or participate in knowledge quizzes when required, to maintain policy implementation skills.
• Design/help to design a training plan and implement it according to the timeline

Please note that this position involves exposure to sensitive content, including but not limited to vulgar content, violence, pornography, and fake news.

Qualifications

Minimum Qualifications

• Minimum 1-year QA or relevant experience in trust and safety or policy in a major tech or media company.
• Demonstrate a broad understanding of our business needs, strategic thinking skills and ability to make good decisions in complex situations.
• Familiar with the business logic of labeling and working mode of the upstream and downstream teams.
• High proficiency in Spanish is required as the role requires written and spoken communication with Spanish markets, fluent in English is also required as it is the working language.
• Comfortable reporting to, or collaborating with, a broad range of XFN partners.
• A fast learner who has the ability to embrace a fast-paced working environment.

Preferred Qualifications

• Bachelor’s degree and above or equivalent working experience in a short video product user industry.
• Experience in Content Moderation/Content Quality/Content Safety/Labeling will be an added advantage.
• Familiarity with Microsoft Office Suite (PPT / Excel / Word).
• Familiarity with machine learning and content understanding.
• Solid presentation skills, solid communication and interpersonal skills.

Trust & Safety

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.

TikTok recognises that keeping our platform safe for the TikTok 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-centred, innovative and integrated approach.

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is 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 bring joy - a mission we work towards every day.

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. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. 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

TikTok 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 TikTok, our mission is to inspire creativity and bring joy. 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.