AI Quality & Trust Specialist, Customer Support

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

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.