Performance Analyst

Los Angeles, CA

TikTok Overview: TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Mumbai, Singapore, Jakarta, Seoul, and Tokyo.

As a member of the US + CA Legal Policy Operations (LPO) team, you will be integral in ensuring that TikTok is a safe and trustworthy place for our community. LPO 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. We are here to help all our Safety organization and wider company colleagues ensure that we are sustaining an equitable platform that inspires creativity across all markets. Our team is a group of specialists covering Privacy, Intellectual Property & Identity, Law Enforcement Response, and Legal Investigations.

As a Performance Analyst, you will become the analytics and reporting expert and work to support vertical and program stakeholders through quality assessments, performance assessments, tooling recommendations and much more. Our team must rely on accurate performance and quality measurement and data-driven decisions to sustain scalable operations focused on operational maturity, consistency, and compliance. This role will require critical thinking, creative solutions, strong communications skills, and excellent problem-solving. You will be working with a variety of stakeholders including Data Science, Training and Documentation, Policy and Process, Tooling and Legal to ensure that Legal Policy Operations remains a vibrant and operationally mature organization. This is a hugely exciting opportunity to join a rapidly expanding team, and a unique chance to be one of the first members of the Quality and Performance team.

This position will be full-time and will be based in our Los Angeles, CA location.

Responsibilities

Partner with data science partners to create a reliable and scalable infrastructure for ongoing reporting and analytics
Support Quality Analysts with standard and ad-hoc data and reporting needs
Collaborate closely with CRM and engineering team to continually improve on tooling needs for QA metrics and data analysis
Monitor quality assurance and performance metrics, familiar with data statistics and analysis
Remain up to date on key workflow changes, operational guidelines, and policy updates for relevant verticals
Track/flag trends and patterns across performance metrics and cascade back to Performance Insights Manager
Support the case review process across verticals to establish a unified message and an understanding of events and root causes
Identify and recommend improvements to processes and systems that impact LPO performance
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

Qualifications

2+ years of relevant experience in quality assurance, reporting, analytics and/or operational excellence
2+ years of relevant experience with data warehousing, Microsoft Excel, SQL and data visualization tools (Tableau, Quick Sight)
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 environment
Experience solving problems, analyzing data and using data in solving and providing practical business insights or reporting critical information
Able to address sensitive content issues, including but not limited to graphic images, videos and writings, offensive or derogatory language, child safety, and other potentially objectionable material

Preferred Qualifications

Bachelor’s degree or above
CRM experience in a fast-paced, multi-channel, tech environment (Zendesk, SalesForce, Dynamics 365)
Experience in quality analysis in the content moderation/trust & safety industry
Passionate and willing to work in the digital media and entertainment industry
Proven successful record in handling sensitive or confidential matters

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.