Responsibilities
Team Overview The Qualitative Operational Insights Team within Trust & Safety's Training & Quality (TnQ) empowers decision-makers across Trust & Safety TikTok by transforming qualitative and operational signals into strategic insights. We specialize in deep analysis of user sentiment, workflow performance, and policy compliance to identify root causes, recommend improvements, and measure the success of business interventions. The Training & Quality Insight Analyst will report to the Quality Insight Business Manager. As an Insight Analyst, you will lead high-impact research studies, turning data into actionable insight. Your work will inform operational strategy, training programs, and product/process improvement. You’ll partner with User Support Ops, Product, Legal, and cross-functional teams to uncover the "why" behind performance trends—and deliver insight that drives meaningful change. Our TnQ Team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that TnQ 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. 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 advanced qualitative and operational data analysis using CSAT, audit outcomes, CRM data, and support workflows to surface trends and root causes. - Create clear, compelling reports and executive presentations to deliver insights tailored to diverse audiences, from operations managers to senior leadership. - Translate findings into actionable recommendations and implementation plans, including measurable KPIs to track resolution success over time. - Support Monthly and Quarterly Business Reviews (MBRs/QBRs) with performance readouts, user experience narratives, and strategic opportunity framing. - Develop research protocols, guide intake scoping calls, and define sample size, data sources, and study objectives with requestors. - Lead cross-functional insight initiatives, such as product launch assessments, CSAT deep dives, and process optimization studies. - Measure and report on the effectiveness of implemented changes, ensuring alignment to business goals and impact KPIs. - Maintain and enhance internal dashboards and templates for insight tracking, output standardization, and post-project documentation. - Work closely with QA and Training teams to align insight-driven action with coaching strategies, content refinement, and operational rollouts. - Stay current on support policies, SOPs, and tooling to ensure all recommendations reflect accurate process context.
Qualifications
Minimum Qualifications - Bachelor's degree in a relevant field (e.g., Business, Sociology, Psychology, Data Analytics, or Communications), or equivalent work experience. - Over 3 years of experience in user support operations, CX/UX research, quality insights, or business strategy roles. - Strong experience in qualitative and operational data analysis, including use of Excel/Google Sheets, and/or SQL. Experience building metrics-based tracking models to measure the success and sustainability of process improvements or mitigation plans. - Demonstrated ability to write insight reports, executive summaries, and recommendation memos that drive action and align with business priorities. - Proven success in creating presentation decks and readouts for a variety of audiences, including operations leaders and cross-functional partners. - Comfortable working with CRM and support systems (e.g., Zendesk), survey tools, and collaborative platforms (e.g., Google suite, Confluence). - Excellent time management and project planning skills, including scoping, milestone tracking, and stakeholder alignment. Preferred Qualifications - 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.
Job Information
About USDS
TikTok 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.
Data Security Statement
This 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.
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.
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.
USDS Reasonable Accommodation
USDS 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 https://tinyurl.com/USDS-RA
@2025 TikTok