Global Operations
AI Quality Specialist, Customer Support - Trust & Safety
Location
:
Kuala Lumpur
Employment Type
:
Regular
Job Code
:
A73771B
Responsibilities
About the Role
We are looking for a motivated, highly-organized, detail-oriented AI Quality Analyst. 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 Analyst, you will become an expert in user/creator safety queries 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 a motivated self-starter. You achieve results with speed without sacrificing quality. You're able to be a self-starter and make your own discoveries.
Responsibilities:
- Pre-launch
- AI Model sample labeling during Development phase
- Make sure the labelling accuracy and productivity (metrics) meets the target being set
- Post-launch
- AI-bot quality checking and assurance through advanced sample labelling
- Receive ad-hoc training conducted by product team whenever needed for any specific labelling request
- Provide constructive feedback from every angle of quality control perspective towards AI SOPs, workflows, decision trees or even AI models.
- Working very closely with the product operation team to align on labelling benchmarks and finalise the results.
- Identify and address the risk, present findings to stakeholders and make data-driven recommendations for process/products, and drive solutions as potential.
- Monitor and prepare quality assurance-related metrics, data statistics, analysis and present during review meetings.
- Responsible for guiding new joiners (if any) to the team in order to achieve ramp-up targets
Qualifications
Minimum Qualifications:
- Previous experience in Customer Support or Trust and Safety & a passion for helping our user community
- Ability to analyze information to identify trends and/or risks
- Strong communication, training and presentation skills, highly collaborative and proactive.
- Proven ability to make important decisions independently and multi-task in a dynamic environment responding quickly-to changing situations in complex environments without compromising quality
- Experience with social media, analytical tools and online research
- Experience working cross functionally with a variety of stakeholders in a fast-paced environment
- Experience solving problems, analyzing data and using data in solving and providing practical business insights or reporting critical information
Preferred Qualifications:
- Bachelor’s degree equivalent education/experience, an advanced degree is preferred.
- 3+ years of relevant experience in quality assurance and/or continuous improvement
- Comfortable reviewing and dealing with high-risk content
- 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
- Your high interest and motivation in learning automation knowledge as a potental
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.
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.
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.
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.