Quality Escalation Specialist, Monetization Integrity (Mandarin Speaking)

Trust & Safety 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 the team Monetization Integrity Ops plays a critical role in supporting TikTok's Trust & Safety objectives. Our primary focus is on delivering high-quality content moderation at optimal cost, ensuring minimal exposure of both the platform and advertisers to high-risk content. From an advertiser's perspective, we are committed to driving consistency and accuracy in moderation outcomes, whether automated or human-led, so that brands can build trusted, long-term, and mutually beneficial commercial relationships with TikTok. Guided by the MI team's broader mission to make TikTok the world's most trusted ecosystem and the easiest platform to advertise on, our work contributes to TikTok’s overall success in several key ways:

• Enabling Growth: By creating a safe and reliable advertising environment that attracts and retains global partners.
• Ensuring Compliance: By upholding moderation standards that align with legal, regulatory, and brand safety requirements.
• Driving Innovation: By leveraging automation, data, and human expertise to continuously improve moderation outcomes.

Responsibilities

1. Quality Escalation Resolution

• Act as dedicated point of escalation for Ads which have potential high risk or recurring violations
• Collaborate with Product & WFM teams to establish efficient escalation paths and high speed feedback loops to close escalations within agreed SLA
• Champion a culture of continuous improvement and operational excellence

1. Quality Frameworks & Governance Design

• Design and operationalize scalable quality frameworks
• Define quality standards, policies, and compliance controls
• Implement audit mechanisms and quality assurance models
• Drive governance forums and review cadences

1. Data-Driven Quality & Analytics

• Develop quality dashboards and reporting systems
• Analyze defect trends, root causes, and systemic gaps
• Use data to influence prioritization and roadmap decisions

1. Cross-Functional Collaboration

• Partner with Product, Engineering, Operations, Policy to boost collaboration & enhance business operational efficiency
• Align regional and global teams on consistent quality execution

1. Process Optimization & Continuous Improvement

• Conduct root cause analysis (RCA) and corrective/preventative actions (CAPA)
• Identify operational, compliance and regulatory risks
• Partner with Product teams to help embed feedback to improve model performance control design

Minimum Qualification(s)

• Bachelor’s degree in Business, Trust & Safety, Operations, or related field
• 5+ years of experience in Quality Management, Program Management, Operations, Risk, or related functions
• High oral and written proficiency in Mandarin is required as this role will cover Mandarin-speaking markets
• Proven experience designing and implementing scalable quality frameworks
• Strong expertise in risk assessment, governance, and process improvement
• Demonstrated experience using data to drive decision-making and influence stakeholders
• Experience building executive-level dashboards and presenting to leadership

Preferred Qualification(s)

• Strong written and verbal communication skills with the ability to influence without authority
• Experience managing ambiguity and driving clarity in fast-paced environments