Trust & Safety Quality & Training Expert

TikTok; Singapore; On-site; SGD 60,000 - 95,000; Full time

Job summary

TikTok in Singapore is hiring a Quality & Training Specialist to uphold safety policies at scale. The role involves audits, data analysis, policy interpretation, calibration leadership, and cross-functional collaboration to drive global quality goals.

It requires flexibility for shifts, weekends, and public holidays. You will leverage AI tools and QA dashboards to produce weekly/monthly reports, translate findings into actionable improvements, and assist training rollouts for policy changes

Qualifications

• Min 1 year of QA auditing in trust & safety or high-volume operational environments.
• Strong RCA skills, trend analysis, and process optimization.
• Deep understanding of content policies and SOPs with ability to judge complex cases.
• Excellent stakeholder management to lead calibration sessions, training, and global quality goals.
• Proficiency in data visualization, reporting, and QA tools; ability to leverage AI to streamline workflows.

Responsibilities

• Quality Assurance & Auditing: Conduct regular analytical audits of human moderation, ensuring compliance with data protection and safety standards while meeting audit targets (Accuracy, RCA, Appeal success).
• Data Analysis & RCA: Perform deep-dives into recurring quality issues through RCA, identify error patterns, and translate data into actionable feedback for improvements.
• Policy Interpretation & Curation: Provide expert judgment on complex, ambiguous, or high-risk cases under quality methodologies and ensure golden sets guide enforcement accuracy.
• Calibration & Collaboration: Lead calibration sessions to ensure consistency across moderation teams and partner with BPO, PPS, PS, and OGS teams to simplify policy explanations.
• Operational Oversight & Escalation: Manage edge cases with speed and accuracy and ensure new policies and guidelines are communicated and implemented across partners.
• Technical Reporting & AI Utilization: Use QA dashboards, RCA tools, and calibration platforms to prepare weekly and monthly reports focusing on market accuracy and policy gaps.
• Training & Policy Cascade: Lead or support training rollouts for policy changes and operational guidelines updates, especially for BPO staff (about 20% of monthly output).

Skills

Quality Assurance Experience

Root Cause Analysis (RCA)

Policy Interpretation & Judgment

Cross-Functional Communication

Data Visualization & Reporting

English Fluency

Job description

TikTok in Singapore is hiring a Quality & Training Specialist to uphold safety policies at scale. The role involves audits, data analysis, policy interpretation, calibration leadership, and cross-functional collaboration to drive global quality goals.

It requires flexibility for shifts, weekends, and public holidays. You will leverage AI tools and QA dashboards to produce weekly/monthly reports, translate findings into actionable improvements, and assist training rollouts for policy changes