Quality & Training Specialist - VSO - Sinhala Speaking
ByteDance · Posted Oct 2
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About the role
The Quality & Training Specialist (QTS) department ensures that safety policies are enforced accurately and consistently at scale, acting as the strategic bridge between high-level policy and on-the-ground execution in Trust & Safety moderation. The role works with quality assurance, data analysis and root cause analysis, policy interpretation, calibration sessions, and AI-assisted reporting tools to drive enforcement accuracy across internal and BPO moderation teams. This Sinhala-speaking position covers auditing, escalation handling, and training/policy cascade for the market.
What you will do
- Quality Assurance & Auditing: Conduct regular analytical audits of human moderation, ensuring all processes comply with data protection and Trust & Safety standards while maintaining specific audit targets (e.g., Accuracy, RCA, and Appeal success rates).
- Data Analysis & RCA: Perform deep-dives into recurring quality issues through Root Cause Analysis (RCA), spot error patterns, and translate data into actionable feedback for Operational Guidelines & Standards and Operations Teams to drive continuous process optimization.
- Policy Interpretation & Curation: Act as an authority to provide expert judgment on complex, ambiguous, or high-risk cases under quality methodologies and processes (like KOM). Deeply interpret safety guidelines and validate "golden sets" (benchmark data) to guide enforcement accuracy.
- Calibration & Collaboration: Lead calibration sessions to ensure consistency across different moderation teams. Partner with cross-functional stakeholders (BPO Partners, PPS, PS, and OGS teams) to simplify complex policy explanations and drive global quality goals.
- Operational Oversight & Escalation: Manage and resolve unprecedented "edge cases" with speed and accuracy. Drive policy cascading to ensure new policies & operational guidelines updates are 100% communicated and implemented across all relevant internal and external partners.
- Technical Reporting & AI Utilization: Leverage AI to improve performance and reduce manual, repetitive tasks. Utilize QA dashboards, RCA tools, and calibration platforms to prepare comprehensive weekly and monthly reports focusing on market accuracy, error trends, and policy gaps.
- Training & Policy Cascade: Lead or support training rollouts for new policy changes and operational guideline updates, especially for BPO staff, ensuring changes are clearly understood, operationalized, and consistently applied. This is estimated to take up around 20% of total monthly output deliverables.
- This role requires commitment to work shifts, weekends, and public holidays as operational needs demand.
Skills used in this role
What the employer is looking for
- Quality Assurance Experience: Min 1 year of proven expertise in conducting analytical audits, tracking performance targets, and maintaining data integrity within a trust and safety, compliance, or high-volume operational environment.
- Problem-Solving Skills and Ownership: Strong capability in conducting Root Cause Analysis (RCA), identifying trend patterns, and suggesting process optimizations that reduce error rates while maintaining high-speed moderation. High level of self-motivation with the ability to operate independently, demonstrate end-to-end ownership, and thrive in a fast-paced, ambiguous environment.
- Policy Interpretation & Judgment: Deep understanding of content policies and SOPs, with the critical thinking skills required to make expert judgments on complex or high-risk escalation cases.
- Cross-Functional Communication: Excellent stakeholder management skills with the ability to lead calibration sessions, deliver training, and partner with BPO and internal teams to align on global quality goals.
- Technical & Reporting Proficiency: Fluency in data visualization, reporting, and utilizing QA/calibration tools. Ability to leverage Artificial Intelligence (AI) to streamline workflows and provide actionable feedback on system functionality.
- Fluency in Sinhala is required to review and evaluate Sinhala-language content and ensure accurate understanding of local linguistic and cultural context. Fluency in English is also required as the primary working language for internal communication, documentation, and collaboration with cross-functional stakeholders.
Preferred qualifications
- Experience working in fast-paced, high-volume operational environments
- Strong attention to detail with ability to follow structured frameworks and guidelines
Benefits and support
- Compensation and benefits are detailed in the job posting
About ByteDance
ByteDance is a global technology company that operates a diverse portfolio of information, content, and entertainment platforms powered by advanced artificial intelligence and recommendation algorithms. Best known as the parent company of TikTok and Douyin, ByteDance also develops productivity tools, enterprise solutions, and e-commerce services worldwide.
- Industry
- Artificial Intelligence
- Company size
- 150001+ employees
- Founded
- 2012
- Location
- Beijing, China
- Funding stage
- Private Company
Funding
Private Company · $6.11B raised
- 2026-09-05Conventional Debt$29.6B
- 2020-11-01Series E$2.0B
- 2018-10-01Series D$3.0B
Leadership
Rubo Liang
Co-Founder and CEO
Yiming Zhang
Co-Founder
Z. Julie Gao
Chief Financial Officer
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