AI Quality & Safety Analyst – Customer Support

TikTok; Kampung Malaysia Tambahan; On-site; MYR 67,000 - 134,000; Full time

Job summary

TikTok is seeking a motivated AI Quality Analyst in Malaysia to join a global team focused on safety and AI model labeling. You will examine AI capabilities for accuracy, align with product operations, and ensure SOPs are effectively implemented.

This role emphasizes quick, data-driven decisions and close collaboration with cross-functional teams. You will gain exposure to multiple aspects of TikTok, work with stakeholders at all levels, and contribute to both pre-launch and post-launch quality

Qualifications

• Previous experience in Customer Support or Trust and Safety, with 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

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

Skills

Customer Support

Data analysis

Communication skills

Collaboration

Problem solving

Education

Bachelor’s degree or equivalent

Advanced degree preferred

Job description

TikTok is seeking a motivated AI Quality Analyst in Malaysia to join a global team focused on safety and AI model labeling. You will examine AI capabilities for accuracy, align with product operations, and ensure SOPs are effectively implemented.

This role emphasizes quick, data-driven decisions and close collaboration with cross-functional teams. You will gain exposure to multiple aspects of TikTok, work with stakeholders at all levels, and contribute to both pre-launch and post-launch quality