Global Operations
Quality & Training Specialist Lead - Live & Monetization - Lisbon (Fixed-term Contract)
Location
:
Lisbon
Employment Type
:
Regular
Job Code
:
A90914
Responsibilities
The QTS department ensures that safety policies are enforced accurately and consistently at scale. The T&Q Market Lead acts as the strategic bridge between high-level policy and boots-on-the-ground execution. While Specialists focus on daily quality assurance, the Lead focuses on systemic scalability, proactive risk identification, and team excellence.
- This role requires commitment to work shifts, weekends, and public holidays as operational needs demand.
Please note that this is a Fixed-Term Contract (FTC) position ending in May 2027.
What will I be doing?
- Strategic Governance & Risk Oversight: Drive quality performance across all markets. Proactively identify systemic risks and emerging blind spots (e.g., novel harmful content trends), and partner closely with Policy teams to resolve complex edge cases, close calibration gaps, and drive consensus on policy interpretation.
- Data Strategy & RCA Leadership: Drive cross-functional Root Cause Analysis (RCA) for major quality defects, ensuring Policy, Engineering, and Operations are aligned on permanent resolutions. Translate raw quality trends into strategic executive summaries for stakeholders.
- Team Leadership & Capability Development: Lead, mentor, and develop a team of Quality & Training Specialists. Drive high standards of performance through regular "shadow audits" and calibration sessions, ensuring inter-rater reliability and continuous competency growth.
- Quality Program Innovation: Drive continuous improvement of quality frameworks. Re-engineer processes, optimize workflows, and leverage AI/automation to transition from fixed audits to dynamic sampling models, reducing manual audit hours.
- Stakeholder Collaboration & Policy Influence: Partner with Policy, Operations, BPO QA, and Training teams. Inject real-world "Golden Sets" into onboarding curricula and translate market insights into actionable policy, process, and training enhancements.
- Predictive Risk Assessment: Adopt a "Market Architect" mindset by producing quarterly threat outlooks that anticipate how seasonal events (e.g., elections, holidays) will impact quality risks, and standardize local operational successes for global scalability.
- Training Governance & Effectiveness: Establish a robust approach to training governance by identifying capability gaps from audit findings and RCA trends, shaping training priorities, and monitoring post-training quality performance to ensure learning interventions deliver measurable improvements.
- This role requires commitment to work shifts, weekends, and public holidays as operational needs demand.
Qualifications
Minimum Qualifications:
1. Team Leadership & Coaching: Proven experience managing and developing high-performing quality or operational teams in a fast-paced environment, with a strong focus on capability building and employee engagement. For internal candidates, current job level must be L1 or above.
2. Advanced Analytics & RCA Leadership: Deep expertise in data-driven analysis, capable of leading complex Root Cause Analyses (RCA) and translating raw metrics (accuracy scores, error trends) into actionable, strategic business recommendations. Assess the effectiveness of training initiatives using quality metrics, calibration outcomes, and error trends, and to refine interventions based on performance data.
3. Advanced Analytics & RCA Leadership: Deep expertise in data-driven analysis, capable of leading complex Root Cause Analyses (RCA) and translating raw metrics (accuracy scores, error trends) into actionable, strategic business recommendations. Assess the effectiveness of training initiatives using quality metrics, calibration outcomes, and error trends, and to refine interventions based on performance data.
4. Quality Governance, Cultural Nuance & Policy Expertise: Deep understanding of regional market dynamics, languages, and operational differences to ensure quality standards are culturally informed and globally consistent. Mastery of content policies, safety guidelines, and quality frameworks. Possesses the judgment and authority to resolve unprecedented, high-risk cases and establish clear enforcement benchmarks.
5. Cross-Functional Stakeholder Management: Exceptional ability to align senior stakeholders across Policy, Operations, and Product, successfully driving cross-functional projects and influencing policy adjustments based on market realities.
6. Training Strategy & Change Management: Experience leading or influencing policy rollout and training alignment across internal and BPO teams, with the ability to operationalize policy updates through clear communication, structured learning plans, and stakeholder alignment.
Preferred Qualifications
1. Strong track record of optimizing operational workflows and implementing AI-driven or automated solutions to enhance process efficiency and scalability.
2. Candidates with department (Live and Monetization) policy knowledge will be preferred
Job Information
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.
