AI Quality Specialist, Customer Support - Trust & Safety

TikTok; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Job summary

TikTok is seeking an AI Quality Specialist in Customer Support to ensure AI labeling accuracy and safety-oriented responses. You will work with product operations and a global team to evaluate AI capabilities and SOP implementation.

The role emphasizes proactive analysis, data-driven recommendations, and training new joiners, with a focus on high-tempo environment and risk identification.

Qualifications

• Minimum qualifications include customer support experience and safety-focused mindset.
• Ability to analyze information to identify trends and risks.
• Strong communication, training and presentation skills, and collaboration.
• Proven ability to multitask in a dynamic environment without compromising quality.
• Experience with social media, analytics tools and online research.

Responsibilities

• Pre-launch AI model sample labeling during development phase.
• AI-bot quality checking and assurance through advanced sample labeling.
• Meet labeling accuracy and productivity targets with metrics.
• Receive ad-hoc training for specific labeling requests from product teams.
• Provide feedback on AI SOPs, workflows, and decision trees.
• Coordinate with product operations to align labeling benchmarks.
• Identify risks, present findings to stakeholders, and drive solutions.
• Monitor QA metrics and data statistics for review meetings.
• Guide new joiners to ramp up quickly.

Skills

Customer Support

Analyze trends

Communication

Cross-functional collaboration

Data analysis

Social media familiarity

Education

Bachelor's degree or equivalent experience

Job description

AI Quality Specialist, Customer Support - Trust & Safety

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:

• Make sure the labelling accuracy and productivity (metrics) meets the target being set
• 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

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

What can I earn as a Customer Support Specialist