Quality Process Lead

TikTok is the leading destination for short-form video. Our mission is to inspire creativity and bring joy.

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.

The Training and Quality (TnQ) team aims to drive collaboration, optimization, and synergy for Trust & Safety (T&S) global functioning, whereas other T&S functions fight at the frontline for content integrity and community safety. Our team ensures the smooth operation flow of our processes, removes roadblocks, and ensures processes are streamlined for maximum efficiency for our TnQ teams.

**Responsibilities**:
As Quality Process Lead, you will manage a team of Process Analyst across APAC, handling day to day management, escalations, feedback and performance. The process team will identify opportunities for improvement, putting together an action plan to address issues and socialise with the appropriate stakeholders for their buy in.

What will I be doing?
- You will manage a team of Process Analyst, providing support, duty of care and instill a performance culture.
- Coordinate and prioritize requests putting together resources and defining an intake process that will allow the team to provide scalable solutions for the region
- Coach and develop the process team and provide ongoing onboarding and training plan to support their ongoing personal development
- Establish great relationships with all stakeholders and regularly communicate progress updates, changes and ensure alignment across the regions
- Lead all team meetings and be the voice of the team to deliver regular feedback and updates for the department
- Design and implement appropriate strategies to improve business processes, root cause immediate issues and devise feasibility and timelines of when improvements will be put into place
- Create & implement changes or improvements as needed
- Use statistical tools and methods to support & explain business goals
- Support the TnQ Leads with their questions and strategy
- Consult the Global Head of TnQ Process regarding issues, trends and updates both impacting regionally and globally

**Requirements**:

- Bachelor’s degree or higher
- At least 5 to 10 years of work experience, with the last 5 years in similar capacity
- At least 2 years of proven team managerial experience, ability to lead a cross cultural team, experience in team interactions and facilitation
- Strong experience in working with cross functional stakeholders and the ability to work with senior stakeholders globally
- Strong experience in Business Process design, communication and enhancement
- Strong prioritization skill sets
- Analytical and the ability to make decisions from facts and data.
- Strong experience in Excel / Spreadsheet
- Excellent communication in both written and spoken English.
- Preferred Qualifications: Lean process improvement and / or Six Sigma black belt qualification.

Trust & Safety is committed to the wellbeing of all our employees. Our promise is 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.

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 believe individuals shouldn't be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are passionate about this and hope you are too.