Quality Analyst, Eco Governance - AI Data Service and Operations

TikTok; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

TikTok is seeking a QA professional to own quality across internal and external stakeholders, identifying blockers and driving performance improvements. You will monitor metrics, report to senior teams, and work with cross-functional partners to align goals and deliver high-quality outcomes.

The role requires adapting to fast-paced environments, sharing knowledge, and supporting onboarding while handling sensitive content with professional discretion.

Qualifications

• Bachelor’s degree or above, with relevant QA or content moderation experience.
• Experience in trust and safety, policy or content quality roles is preferred.
• Strong understanding of US entertainment content and current events a plus.

Responsibilities

• Own quality success for internal or external stakeholders and remove blockers.
• Monitor performance and provide reporting to stakeholders.
• Collaborate with XFN partners to clarify project needs and goals.
• Perform daily audits and deliver performance data analyses.
• Coordinate policy updates with the Policy POC and stakeholders.
• Lead or participate in policy briefings and knowledge sharing.
• Support onboarding and training SOPs, and backfill market support when needed.
• Manage queues and ensure timely task delivery across platforms.

Skills

Quality Assurance

Cross-cultural communication

Stakeholder collaboration

Performance monitoring

Policy understanding

Education

Bachelor’s degree or above

Tools

Microsoft Office

Job description

Responsibilities

About the Team

The AI Data Service and Operations (ADSO) team is responsible for providing safety and non-safety data annotation services and search operation services for all of the company's international products, which can also help international products build their own data ecological security.

About the Role

Our QA's will take ownership of the quality success of their internal or external stakeholders, identify and clear blockers to high performance, and be on hand to support their team in their drive for excellence. They will take an active role in performance monitoring, and provide crucial reporting to relevant stakeholders, leading to the success & growth of our teams.

The successful candidate must be capable of working with XFN teams to identify the needs of their project. Be comfortable navigating ambiguous situations, and be able to set clear SMART goals for themselves & our teams. They must also be willing and able to take ownership of this role, identify & suggest process improvements, and help to develop a best practice methodology for the QA role.

• Working both independently, and in collaboration with stakeholders, to deliver high performance standards across all relevant projects, and develop a best practice model for maintaining high performance on those projects.
• Facilitate regular calibration meetings with stakeholders to maintain knowledge & quality standards, and provide feedback on implementation and execution.
• Work closely with the Policy POC to disseminate policy updates and knowledge to your teams, and facilitate efficient & timely communication of policy questions between all internal & external stakeholders.
• Perform daily audits and provide analysis of errors and feedback to respective teams.
• Compile & deliver regular performance data reports to SME & management teams as required.
• Conduct regular RCA escalations through the relevant process.
• Identify and assess areas for performance improvement across relevant markets, and be solution driven and proactive in delivering these solutions.
• Participate in or lead policy briefings to ensure any changes are consistent and in line with local cultural, socio, geographical and political conditions.
• Balance efficient delivery of tasks in each queue through relevant platforms such as TCS or Rock Appeal.
• Be able & willing to support or backfill temporary gaps in market support.
• Be able to support the internal onboarding team to further develop onboarding training SOP's & materials, as well as ongoing legacy planning.
• Perform regular queue moderation, or participate in knowledge quizzes when required, to maintain policy implementation skills.
• Design/help to design a training plan and implement it according to the timeline.
• Please note that this position involves exposure to sensitive content, including but not limited to vulgar content, violence, pornography, and fake news.

Qualifications

Minimum Qualifications

• Completion of Bachelor’s degree and above or equivalent.
• 1-year QA or relevant experience in Trust and safety/Policy/Content Moderation/Content Quality/Content Safety/Labeling in major tech or media company.
• Familiar with US up to date News & Entertainment Content, Culture, and Current Events (social, political, sports, etc).
• Demonstrate a broad understanding of our business needs, and strategic thinking skills.
• Be familiar with the business logic of labeling and working mode of the upstream and downstream teams.
• Familiar with machine learning and content understanding.
• Strong cross-cultural communication, presentation, and interpersonal skills.

Preferred Qualifications

• Have a demonstrated ability to make good decisions in complex situations.
• A fast learner who has the ability to embrace a fast-paced working environment.
• Comfortable reporting to, or collaborating with, a broad range of XFN partners.
• A passion for helping others to grow, and a willingness to step beyond your comfort zone.
• Familiar with Microsoft Office Suite (PPT / Excel / Word).

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.