SME Analyst

Position:
Global Operations SMO SME Analyst

Company:
TikTok

Location:
Malaysia, Kuala Lumpur

Employment Type:
Regular

Short Summary:
Our SME will act as a facilitator for our internal & external stakeholders, be a single internal voice for policy communication, take an active role in performance monitoring, and provide crucial reporting to management leading to the success & growth of our teams.

Responsibilities:
- Working both independently, and in collaboration with stakeholders, to deliver high performance standards across all relevant projects, and develop a best practice model for maintaining high performance on those projects.
- Represent the team at global policy meetings to stay up to date with policy developments and provide feedback on implementation and execution.
- Act as Policy POC for relevant projects, facilitating efficient & timely communication of policy questions & updates between all internal & external stakeholders.
- Compile & deliver regular performance data reports to management teams as required.
- Facilitate RCA escalation through the relevant process.
- Identify and assess areas for performance improvement across each market, and be solution driven and proactive in delivering these solutions.
- Participate in or lead policy briefings to ensure any changes are consistent and in line with local cultural, socio, geographical and political conditions.
- Balance efficient delivery of tasks in each queue through TCS.
- Be able & willing to suggest or allocate resources to backfill temporary gaps in market support.
- Work closely with internal stakeholders to further develop onboarding training SOP's & materials, as well as ongoing legacy planning.
- Perform regular queue moderation, or participate in knowledge quizzes when required, to maintain policy implementation skills.
- Assist with interviews & other hiring process duties.
- Deputise for Team Leader when needed, assisting with operational tasks and performance monitoring etc.
- Collaborate with Team Leads to further develop internal structures for performance management, team, and individual growth.

Requirement:
- Bachelor’s degree and above or equivalent working experience in a short video product user industry.
- At least 1-year QA or relevant experience in trust and safety or policy in a major tech or media company.
- Demonstrate a broad understanding of our business needs, and strategic thinking skills.
- Be familiar with the business logic of labeling and working mode of the upstream and downstream teams.

Benefits:
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. We strive to do great things with great people.