Search Quality & Policy Analyst

TikTok Inc.; Kuala Lumpur; Presencial; MYR 60.000 - 100.000; Jornada completa

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Bilingual Chinese/English

Analytical thinking

Cross-functional collaboration

Judgment and decision-making

Educación

Bachelor’s degree or higher

Descripción del empleo

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