Search Operation Quality Assurance Associate - Global E-Commerce

TikTok; Kuala Lumpur; On-site; MYR 28,000 - 50,000; Full time

Job summary

TikTok is seeking a detail-oriented Operations Specialist to join the Global E-commerce Ops Team in Kuala Lumpur. You will support daily labelling tasks, quality inspections, and policy implementation to improve search quality and drive GMV.

The role also covers training activities, stakeholder coordination, data audits, and analytics to inform product and policy refinements. Fluency in English and familiarity with search concepts are essential for success.

Qualifications

• Diploma/Degree in any related field.
• At least 1 year of exposure to search engine optimization or labelling.
• Proficient English, both written and conversational.
• Familiarity with search engines and algorithms of social media platforms would be a plus.
• Strong understanding of e-commerce platforms, localization challenges, and user behavior.

Responsibilities

• Complete daily operational tasks including quality inspection and queue handling for the labelling project.
• Work closely with project stakeholders and vendors on policy developments and implementation.
• Audit internal systems daily and analyze errors with feedback to R&D and Product teams.
• Monitor project data, record output and prepare data analysis reports for stakeholders/partners.
• Assess user search needs through queries and tools and classify requirements.
• Evaluate differences between search-type results (goods, videos, hashtags, users) for quality against policies.
• Support other projects outside core area using flexible assessment methods.
• Localize policy guidelines and design training schedules with stakeholders.
• Deliver training to new joiners in classroom or virtually.
• Assist in setting up product knowledge tests and analyze results.

Skills

English proficiency

Search concepts familiarity

Education

Diploma/Degree in any related field

Job description

Responsibilities

About the Team

The Search Operations team aims to improve search user experience, contribute significant DAU impact to the products and drive for increase in traffic and GMV.

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.

It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance. This may occur in the form of images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.

Responsibilities

Operation & Data Management

• Complete daily operational tasks including quality inspection, policy and process optimization, queue assignment and handling escalations of the labelling project.
• Work closely with respective project stakeholders and vendors to stay up to date with policy developments and provide feedback on implementation and execution.
• Performing daily audits on internal systems, monitoring specialist's quality scores and providing analysis of errors and feedback to respective teams (R&D & Product Manager).
• Monitoring project data, recording daily output and quality scores, preparing data analysis/report of projects as well as validating reports and data provided to stakeholders/partners.
• Judging user search needs through various queries and tools, and sorting out the classification of requirements.
• Analyze the difference between search-type results such as goods, videos, hashtags, or users and rate the quality of these results based on policies.
• While it is assumed the evaluator will focus on their area of expertise, there will be occasions in working on projects outside this core area that could require other capabilities, such as using assessment methods flexibly to support related projects.

Training Management

• Localizing the policy guidelines designing training schedules, coordinating and liaise with key stakeholders to ensure that all specialists successfully go-live within the targeted timeframe.
• Deliver process/product/policy training in classroom and/or virtually to new joiners.
• Involve in setting up product knowledge tests, sharing result analysis and working with key stakeholders to improve the product knowledge of the team.

Qualifications

Minimum Qualifications:

• Diploma/Degree in any related field.
• At least 1 year of exposure to search engine optimization, search labelling or any other search related business experience.
• Proficient English, both written and conversational.

Preferred Qualifications:

• Familiarity with search engines and algorithms of any social media platform would be a plus point.
• An in-depth understanding of the culture and familiarity with the internet usage habits of their users.
• Comfortable with and understanding that the job requires reviewing internet content that may be deemed inappropriate and / or contain explicit materials.
• Strong understanding of e-commerce platforms, customer journeys and localization challenges.
• Excellent identifying problems, problem-solving skills, and learning abilities.

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.