Performance analyst serp_jobs.h1.location_city

As the Performance Analyst, you will be pivotal team member providing support to TikTok's . Data Security Trust and Safety Operations by monitoring our performance standards through generating and maintaining performance scorecards for Trust & Safety Operations internal and external teams including but not limited to content moderation, monetization integrity, user support, and CEMO. The Performance Analyst is expected to react to real-time service impacting events including new workflow implementation, and adjusted performance metrics; providing analysis and recommendations on performance results to the leadership team; provide application / tool support and escalation of technical incidents; and providing timely communications to both BPOs and internal operations. Our Performance Analyst performs a critical function that supports our efforts to address objectionable or disturbing content. Content that the Performance Analyst 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 - Continuously tracking and evaluating key performance indicators related to Trust & Safety teams' operations including but not limited to : accuracy, Average Handle Time (AHT), schedule adherence, and volume of tasks handled by team members - Analyzing data trends to identify patterns, anomalies and insights, providing recommendations for improving workflows and optimizing team performance - Generating regular performance scorecards to track performance and guide standards for performance incentives - Producing regular performance reports for senior leadership, highlighting trends, areas of concern, and performance against established KPIs - Collaborating with cross-functional teams including Delivery Operations, User Support, CEMO, Quality Assurance, Product, and others to identify opportunities for improving tools, processes, and policies based on performance data - Regularly communicating performance inisghts and recommendations to management, team leads, and otehr stakeholders, ensuring alignment with team goals and business objectives - Providing ad-hoc analysis and insights to support business decision-making, ensuring Trust & Safety strategies are data-driven and aligned with business priorities - Ensuring that performance analysis is delivered on a timely basis for shift bidding processes - Attends and / or hosts weekly and biweekly meetings with Operational leaders

Minimum Qualifications : - At least 2 years of performance analyst or similar experience - At least 2 years experience using a excel or sheets to analyze performance - Strong communication and presentation skilsl with the ability to explain complex data to non-technical stakeholders - Outstanding analytical skills and ability to see trends and patterns in data - Outstanding decision-making ability and the ability to work independently Preferred Qualifications : - At least 2 years experience within a Trust & Safety environment - Solid understanding of content moderation and user support tools or platforms - 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.