AI QA Team Lead (Mandarin) - Customer Support

TikTok; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

TikTok is seeking an AI Quality Assurance Team Lead (Mandarin Speaking) for Customer Support - Trust & Safety in Kuala Lumpur. You will lead the AIQA team, shape QA strategies, and collaborate with cross-functional partners to ensure high-quality AI annotation and support processes.

The role requires strong leadership, bilingual Chinese and English communication, and a passion for AI quality. This is a Regular, on-site position within TikTok's Global Operations in Malaysia.

Qualifications

• 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.
• Proficiency in Chinese and English is required to collaborate with global partners and Key stakeholders based in Mandarin-speaking markets where mandarin is a primary working language.

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

Skills

Leadership

Stakeholder management

Problem-solving

Bilingual Chinese & English

Team building

Attention to detail

Education

Bachelor's Degree in business administration, operations, or project management

Job description

TikTok is seeking an AI Quality Assurance Team Lead (Mandarin Speaking) for Customer Support - Trust & Safety in Kuala Lumpur. You will lead the AIQA team, shape QA strategies, and collaborate with cross-functional partners to ensure high-quality AI annotation and support processes.

The role requires strong leadership, bilingual Chinese and English communication, and a passion for AI quality. This is a Regular, on-site position within TikTok's Global Operations in Malaysia.