AI Quality Assurance Team Lead, Customer Support - Trust & Safety
Responsibilities
About the team
TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission.
About the Role
We are looking for a motivated, highly-organized, detail-oriented AI QA Team Lead. In this role, you will gain valuable exposure to many areas of TikTok, will work with people of all levels, collaborate on projects, and be a champion for positive change.
As an AI QA Team Lead, you will take the lead in driving, motivating and managing a group of AI Quality Specialists in user/creator safety queries and work closely with product operation teams to examine and evaluate the AI capabilities and accuracy through advanced AI model labeling. You will be part of a global team, assessing whether our AI SOPs and processes are effectively implemented. You're a motivated self-starter. You achieve results with speed without sacrificing quality. You're able to be a self-starter and make your own discoveries.
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Responsibilities:
- Lead a group of AI Quality Specialists in user/creator safety queries and work closely with product operation teams to examine and evaluate the AI capabilities and accuracy through advanced AI model labeling.
- Monitoring and iterating the KPI performance of the internal team, and providing training, guidance, and support to team members to enhance their skills and expertise in AI Annotation and RCA projects.
- Pre-launch
- AI Model sample labeling during Development phase
- Make sure the labelling accuracy and productivity (metrics) meets the target being set
- Post-launch
- AI-bot quality checking and assurance through advanced sample labelling
- Receive ad-hoc training conducted by product team whenever needed for any specific labelling request
- Provide constructive feedback from every angle of quality control perspective towards AI SOPs, workflows, decision trees or even AI models.
- Working very closely with the product operation team to align on labelling benchmarks and finalise the results.
- Identify and address the risk, present findings to stakeholders and make data-driven recommendations for process/products, and drive solutions as potential.
- Monitor and prepare quality assurance-related metrics, data statistics, analysis and present during review meetings.
- Responsible for guiding new joiners (if any) to the team in order to achieve ramp-up targets
Qualifications
Minimum Qualifications:
- Bachelor's degree equivalent education/experience
- 3 years of experience in Quality Assurance or Continuous Improvement, with at least 2 years in a leadership role (Team Lead, Quality Manager, or Technical Lead).
- Previous experience in Customer Support or Trust and Safety & a passion for helping our user community
- Analytical mindset with proven ability to spot trends and risks and to drive end-to-end improvements in processes, procedures, and product tools with cross-functional partners.
- Strong communication, training and presentation skills, highly collaborative and proactive.
- Proven ability to make important decisions independently and multi-task under pressure, responding quickly-to changing situations in complex environments without compromising quality
- Demonstrated experience leveraging social media, analytical tools, and online research to analyze data, solve problems, and provide actionable business insights and critical reporting.
Preferred Qualifications
- Comfortable reviewing and dealing with sensitive content
- Ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role
- Resilience and commitment to self-care to manage the emotional demands of the role
- High interest and motivation in learning automation knowledge as a potential
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
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