AI Quality Assurance Team Lead, Customer Support - Trust & Safety

Global Operations

AI Quality Assurance Team Lead, Customer Support - Trust & Safety

Location
:

Kuala Lumpur

Employment Type
:

Regular

Job Code
:

A255362

Responsibilities

About the team
TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission.

About the Role
We are looking for a motivated, highly-organized, detail-oriented AI Quality Assurance Team Lead. In this role, you will gain valuable exposure to many areas of TikTok, will work with people of all levels, collaborate on projects, and be a champion for positive change.
As an AI Quality Assurance Team Lead, you will be leading a team with 8~10 AI QA specialists and work closely with product operation teams to examine and evaluate the AI capabilities and accuracy through advanced AI model labeling. You will be part of a global team, assessing whether our AI SOPs and processes are effectively implemented.
You're able to be a self-starter, make your own discoveries and achieve results with speed without sacrificing quality.

Responsibilities:

• Lead and manage a team of AI QA specialists in Kuala Lumpur, fostering a positive and collaborative team environment that promotes excellence, innovation and continuous improvement
• Take ownership of all AIQA operations, develop and implement AI Quality assurance strategies and processes that align with AI bot online and refinement requirements, ensuring consistent service delivery and adherence for the TnS customer support team
• Establish robust quality assurance processes and workflows to ensure accurate, efficient, and consistent AI annotation
• Support AI model development by conducting sample labeling during the pre-launch phase, ensuring labeling accuracy and productivity meet defined targets
• Perform advanced sample labeling post-launch to monitor and maintain AI bot quality on an ongoing basis
• Monitor key metrics and performance indicators to track the effectiveness and efficiency of AIQA operations and drive process improvements as needed
• Prepare and present QA-related metrics, data analysis, and performance statistics in regular review meetings
• Closely collaborate with cross-functional teams (Product operation team, human QA team and AI SOP team etc..) to address AI Quality Assurance related challenges, issues, and escalations
• Guide and onboard new team members to support ramp-up targets as the team grows

Qualifications

Minimum Qualification(s)

• Bachelor's Degree in business administration, operations, or project management.
• Minimum 4 years' working experience in leadership role in technology sector (social media, enterprise, consumer, or e-commerce)
• Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.
• Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.

Preferred Qualification(s)

• Experience in Quality Assurance for customer support or customer service related fields
• Experience in collaboration with product operation team as a POC
• Extensive knowledge of AI Bot quality assurance will be prefered
• Passionate in learning AI related knowledge

Job Information

Trust & Safety

Content that this role 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 safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.

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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.

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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.

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About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

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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.

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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.

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Diversity & Inclusion

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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.