Partnership Success Analyst, Malay Speaker

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.
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About
Building a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at TikTok helps ensure that our global online community is safe and empowered to create and enjoy content across all of our applications. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.
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About the team
This role is part of the Regional Partner Success team, to support driving quality improvements, leveraging key data inputs from sampling/golden assessment/Ground Truth. This role will be a key conduit between the TnQ Bytedance team and our partner teams and will be expected to drive performance metrics with our moderation teams across our Partner footprint
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Responsibilities
- Builds strong relationships with training and quality teams
- Create a strong framework and cadences with partner teams to allow for action planning and metric management of key issues, such as quality.
- Where markets are managed across multiple regions, be the cross region/partner link. Understand and manage key issues, such as quality improvement, policy roll outs and ecosystem changes.
- Drive partner successfully through metric improvement initiatives.
- Conduct Deep dive into Partner RCAs, to enable challenge, feedback and solutions to drive metric improvement
- Work directly with the Training and Performance Improvement team on key insights, at LOB and market level.
- Support and/or project manage the roll out of policy, upskilling, case alignments, new processes across the partners in partnership with POM.
- Coach Partner QA team based on site/lang needs.
- Attend any internal calibration/alignment sessions and cascade with Partner (but should be housed in OPUS)
- Drive strong partner action on underperformance
- Providing support for big policy changes (eg. 4.0 Policy Roll-Out) such as Juren Test, checking on documentations roll-out.
- Ensure, oversee and communicate to Partners any possible misalignments from quality measurement processes to not impact BPO's accuracy.
- Advocate for moderation teams, be a voice internally for their challenges and feedback
- Ensure a high bar of Policy knowledge is maintained across the Partner QAs
- Keep track of go-live of new queues and confirm Partners' capacity with BPM/POMs. Work on estimated dates to ensure all parties are aware of launching and to ensure reports include all new queues.
- Work closely with IH Advisors and advise/monitor on risk escalation.

Qualifications

Minimum Qualifications
- Fluency in English and Malay because the role will oversee Malay market
- Having a deep understanding of regional/market-level cultural context, coupled with additional policy knowledge, is advantageous.
- Proven track record of working with cross-functional partners, across different countries.
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Preferred Qualifications
- Bachelor's Degree or equivalent education/experience, advanced degree is preferred.
- Deep understanding of regional/market level cultural context
- Good understanding of QA process is a must.
- Strong attention to detail and ability to work independently.
- Demonstrate good judgment, training and management skills.
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Trust & Safety recognises that keeping our platform safe for 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.
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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.
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