Quality Specialist, Law Enforcement Response - USDS Trust & Safety
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Responsibilities About TikTok U.S. Data SecurityTikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security ( USDS ) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.Why Join UsCreation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve. Join us.As a member of the US Legal Compliance Operations (LCO) Quality Insights team, you will be integral in ensuring that TikTok is a safe and trustworthy place for our community. LCO QI is responsible for balancing corporate compliance responsibilities with the appropriate operational safeguards to protect our users' rights. Within and across each vertical, we work together to develop efficient workflows that mitigate legal risk. We are here to strike a scalable balance between what the law requires and what is operationally feasible to protect our users. As a Quality Specialist, you will become a quality expert and work to support our Law Enforcement Response Team (LERT) by conducting quality assessments, continuous improvement initiatives and much more. Our team relies on accurate quality measurement and data-driven decisions to sustain scalable operations focused on operational maturity, consistency, and compliance. Quality includes measuring not only individual operator performance but also evaluating the efficacy of our policies and processes to ensure general compliance. This role will require critical thinking, creative solutions, strong communications, and excellent problem-solving.In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.Responsibilities- Conduct quality assessments encompassing complex policies and workflow processes for the US Law Enforcement Response Team (LERT)- Support the US LERT team by learning workflows and performing core work- Remain up to date on relevant workflow changes, operational guidelines, and policy updates - Track/flag trends and patterns within assessments and cascade back to Performance Insights Manager- Use quantitative & qualitative research methods to perform post hoc root cause analyses on designated high priority escalations- Create and present case reviews that adapt to various audiences (leadership, specialists, etc.) to establish a unified message and an understanding of events and root causes- Identify and recommend improvements to policies, processes, systems, and products that mitigates risk to TikTok- Support the operational team on its quality initiatives, create data- driven insights on escalation trends, and maintain feedback loops to leverage these trends to mitigate risk- Monitor quality assurance related metrics, familiar with data statistics and analysis- Collaborate closely with data analytics team and engineering team to continually improve on tooling needs for QA metrics and data analysis- Provide constructive feedback to LERT Team members and management regarding quality of work highlighting any identified risks- Cross Train and support other verticals and initiatives as neededOur LCO team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that the Quality Specialist 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 abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder. It is possible that this role will be exposed to harmful content on a daily basis.Qualifications Minimum Qualifications- 2+ years of experience moderating for Law Enforcement or Emergency Response or 4+ years of experience in Law Enforcement investigations- Knowledge of civil and criminal subpoenas, court orders, search warrants, etc.- Experience in a work environment with sensitive content that includes child sexual abuse, exploitation and other material that may be considered offensive or disturbing- Experience executing on repetitive core work tasks while maintaining attention to detail and keeping an eye out for potential process improvements- Experience conducting review of both live/historical user generated content with a detail-oriented approach and in accordance with team guidance for reporting to Law Enforcement- Strong attention to detail, highly self-driven and results oriented- Proven ability to assess risk and impact- Experience working cross functionally with a variety of stakeholders in a fast-paced environmentPreferred Qualifications- Bachelor's Degree or above- Experience in quality analysis in the content moderation/trust & safety industry- Passionate and willing to work in the digital media and entertainment industry- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.- Your resilience and commitment to self-care to manage the emotional demands of the role.Wellbeing StatementTrust & Safety recognizes that keeping our platform safe for TikTok communities is no ordinary job. It can be rewarding, psychologically demanding, and emotionally taxing. 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 proceeding.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.D&I StatementTikTok 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.Accommodation StatementTikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at Data Security StatementThis role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.Job Information[For Pay Transparency] Compensation Description (annually) The base salary range for this position in the selected city is $88000 - $142000 annually.Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees: We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care. Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability. We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.For Los Angeles County (unincorporated) Candidates:Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and3. Exercising sound judgment.