Search Content Quality Assessment Associate - Mandarin Speaking

TikTok Inc.; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

TikTok is seeking a qualified candidate in Malaysia to join the Global e-Commerce Ops team. The role focuses on identifying gaps and ambiguities in assessment rules, handling complex cases, and codifying learnings into reusable assets to support frontline efficiency.

Strong analytical thinking, bilingual communication, and cross-functional collaboration are essential for success. The position requires a Bachelor’s degree or higher and the ability to communicate effectively with English and

Qualifications

• Bachelor’s degree or higher; proficient in reading, writing, and communicating in both Chinese and English as the role requires communication with English and Chinese markets & stakeholders.
• Strong analytical and judgment capabilities; ability to identify core issues and make high-quality decisions amidst conflicting information, incomplete rules, or ambiguous scenarios.
• Strong ability to conceptualize and formalize standards; ability to structure individual judgment experience into reusable rules, case libraries, and operational guidelines for the team.
• Strong ability to identify risks from a holistic perspective; high sensitivity to high-risk scenarios, systemic anomalies, policy loopholes, and fluctuations in quality.
• Excellent logical communication and cross-team collaboration skills; ability to clearly explain judgment criteria to evaluators and communicate effectively with partners in product, policy, and engineering teams.

Responsibilities

• Identify gaps, ambiguities, conflicts, and systemic biases within assessment rules; drive the establishment of clear, actionable judgment criteria, rule patches, and implementation guidelines to enhance consistency across the team.
• Handle complex, ambiguous, or contentious cases escalated by assessors; make comprehensive judgments based on business objectives, rule interpretations, and user experience; and deliver highly reliable, explainable, and reviewable conclusions.
• Codify insights from typical cases, controversial scenarios, and complex judgments into reusable team assets—such as "Golden Cases," FAQs, case libraries, and SOP supplements—to support efficient frontline execution.
• Enhance assessors' ability to handle complex scenarios through methods like spot checks, case reviews, and training sessions, thereby reducing rates of repeated, invalid, or erroneous escalations.
• Maintain vigilance regarding high-risk scenarios, anomalous patterns, and potential quality issues; promptly identify common problems in frontline execution and drive the development of long-term solutions.
• Translate frontline operational issues, rule-related pain points, and tool deficiencies into product and R&D requirements; collaborate with product, strategy, engineering, and operations teams to drive tool optimization, process improvements, and the establishment of closed-loop mechanisms.

Skills

Bilingual Chinese/English

Analytical thinking

Cross-functional collaboration

Judgment and decision-making

Education

Bachelor’s degree or higher

Job description

Responsibilities

The Global e-Commerce Ops Team is responsible for capturing and identifying users' commerce intentions and operating the whole process to promote GMV. This team focuses on building and strengthening user awareness that they can shop on TikTok, enhance the usage frequency of the search function, and stimulate users' e-Commerce search needs, while improving users' search experience, accelerating the e-Commerce business to grow.

• Identify gaps, ambiguities, conflicts, and systemic biases within assessment rules; drive the establishment of clear, actionable judgment criteria, rule patches, and implementation guidelines to enhance consistency across the team;
• Handle complex, ambiguous, or contentious cases escalated by assessors; make comprehensive judgments based on business objectives, rule interpretations, and user experience; and deliver highly reliable, explainable, and reviewable conclusions;
• Codify insights from typical cases, controversial scenarios, and complex judgments into reusable team assets—such as "Golden Cases," FAQs, case libraries, and SOP supplements—to support efficient frontline execution;
• Enhance assessors' ability to handle complex scenarios through methods like spot checks, case reviews, and training sessions, thereby reducing rates of repeated, invalid, or erroneous escalations;
• Maintain vigilance regarding high-risk scenarios, anomalous patterns, and potential quality issues; promptly identify common problems in frontline execution and drive the development of long-term solutions;
• Translate frontline operational issues, rule-related pain points, and tool deficiencies into product and R&D requirements; collaborate with product, strategy, engineering, and operations teams to drive tool optimization, process improvements, and the establishment of closed-loop mechanisms.

Qualifications

Minimum Qualification(s)

• Minimum Qualification(s) - Bachelor’s degree or higher; proficient in reading, writing, and communicating in both Chinese and English as the role requires communication with English and Chinese markets & stakeholders; experience in areas such as content/search evaluation, content moderation, policy operations, risk control, appeal handling, and quality management.
• Strong analytical and judgment capabilities; ability to identify core issues and make high-quality decisions amidst conflicting information, incomplete rules, or ambiguous scenarios.
• Strong ability to conceptualize and formalize standards; ability to structure individual judgment experience into reusable rules, case libraries, and operational guidelines for the team.
• Strong ability to identify risks from a holistic perspective; high sensitivity to high-risk scenarios, systemic anomalies, policy loopholes, and fluctuations in quality.
• Excellent logical communication and cross-team collaboration skills; ability to clearly explain judgment criteria to evaluators and communicate effectively with partners in product, policy, and engineering teams.

Preferred Qualification(s)

• Experience handling complex cases.
• Experience in high-complexity analysis and decision-making (e.g., complex content moderation, policy-based risk control, complex appeals); experience as a quality assurance lead or policy expert, with practical involvement in formulating standards, rules, or SOPs.
• Background in cross-functional collaboration (product, policy, operations); ability to translate frontline operational issues into actionable product requirements, tool optimization plans, or proposals for mechanism improvements.

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.