Quality Analyst (QA) - Capcut

ByteDance; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading tech company in Kuala Lumpur is seeking a Quality Assurance Analyst for its CapCut and Jianying-Security and Compliance department. This role involves auditing user interactions, evaluating performance metrics, and driving quality improvement initiatives. Candidates should have at least 1–2 years of experience in a quality assurance or analyst role, with strong analytical skills and attention to detail. The position offers a flexible work environment and is part of a diverse team committed to inspiring creativity and enriching lives.

Qualifications

• 1–2 years experience in a quality assurance or analyst role.
• Strong understanding of customer satisfaction metrics.
• Excellent communication and feedback skills.

Responsibilities

• Conduct regular audits of user interactions.
• Evaluate agents' performance based on KPIs.
• Provide feedback to improve individual performance.

Skills

Customer service experience

Quality assurance methodologies

Analytical skills

Job description

Join us as we work together to inspire creativity and enrich life around the globe.

Overview

The CapCut and Jianying-Security and Compliance department is responsible for the safety and privacy of all global products, including privacy security, youth safety, end-to-end security and ecology of AIGC, content safety, risk control security, departmental compliance processes, crisis response, regional legal compliance, information security, social responsibility, and more. The team collaborates closely with various central departments to ensure the smooth development of products. The team primarily consists of Product and Operations teams based in Beijing, Shenzhen, and San Jose. We offer a high-flexibility work environment and opportunities for growth. We expect proficiency in international work, strong self-motivation, learning ability, and long-term optimism and resilience.

Responsibilities

1. Conduct regular audits of user interactions (emails, chats, tickets) to ensure adherence to quality standards.
2. Evaluate agents' performance based on KPIs.
3. Provide detailed feedback and coaching to improve individual and team performance.
4. Identify trends, issues, and process gaps through quality monitoring and share actionable insights with stakeholders.
5. Collaborate with Training and Operations teams to align quality metrics with business goals.
6. Drive quality improvement initiatives based on audit findings and customer feedback.
7. Participate in calibration sessions with internal and external teams.
8. Create and maintain quality reports, dashboards, and documentation.

Qualifications

• Solid experience in customer service, with at least 1–2 years in a quality assurance or analyst role.
• Strong understanding of quality assurance methodologies and customer satisfaction metrics.
• Excellent communication, coaching, and feedback skills.
• Detail-oriented with strong analytical and reporting abilities.

Job Information

About CapCut

Why Join ByteDance

Inspiring creativity is at the core of ByteDance's mission. Our innovative products 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 enrich life — a mission we work towards every day.

As ByteDancers, 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. 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

ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.