Quality & Training Specialist (Ftc): Policy & Qa

pQuality Training Specialist, Account Interaction Search Safety
- Lisbon
- German Speakerbr /Location:br /Lisbonbr /Employment Type:br /Regularbr /Job Code:br /A br /Share this listing:br /Responsibilitiesbr /The Quality Training Specialist (QTS) department ensures that safety policies are enforced accurately and consistently at scale. The QT 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.br /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)br /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 optimizationbr /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 accuracybr /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 goalsbr /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 partnersbr /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 gapsbr /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 Qualificationsbr /Minimum Qualifications 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.br /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.br /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.br /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.br /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.br /Fluency in German is required for interacting with local content and stakeholders in the German market, plus fluency in English as the primary working language.br /For internal candidates, the current job level must be G3 or above Preferred Qualificationsbr /Candidates with Account Interaction Search Safety policy knowledge will be preferredbr /Job Informationbr /Trust Safetybr /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; br / br / hate speech;br / childsafety; br / br / 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. Tik Tok recognises that keeping our platform safe for the Tik Tok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This