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 Quality Assurance 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 Quality Assurance Team Lead, you will be leading a team with 8~10 AI QA specialists 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 able to be a self-starter, make your own discoveries and achieve results with speed without sacrificing quality.
Responsibilities:
- Lead and manage a team of AI QA specialists in Kuala Lumpur, fostering a positive and collaborative team environment that promotes excellence, innovation and continuous improvement
- Take ownership of all AIQA operations, develop and implement AI Quality assurance strategies and processes that align with AI bot online and refinement requirements, ensuring consistent service delivery and adherence for the TnS customer support team
- Establish robust quality assurance processes and workflows to ensure accurate, efficient, and consistent AI annotation
- Support AI model development by conducting sample labeling during the pre-launch phase, ensuring labeling accuracy and productivity meet defined targets
- Perform advanced sample labeling post-launch to monitor and maintain AI bot quality on an ongoing basis
- Monitor key metrics and performance indicators to track the effectiveness and efficiency of AIQA operations and drive process improvements as needed
- Prepare and present QA-related metrics, data analysis, and performance statistics in regular review meetings
- Closely collaborate with cross-functional teams (Product operation team, human QA team and AI SOP team etc..) to address AI Quality Assurance related challenges, issues, and escalations
Want more jobs like this?
Get jobs in Kuala Lumpur, Malaysia delivered to your inbox every week.
- Guide and onboard new team members to support ramp-up targets as the team grows
Qualifications
Minimum Qualification(s)
- Bachelor's Degree in business administration, operations, or project management.
- Minimum 4 years' working experience in leadership role in technology sector (social media, enterprise, consumer, or e-commerce)
- Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.
- Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.
Preferred Qualification(s)
- Experience in Quality Assurance for customer support or customer service related fields
- Experience in collaboration with product operation team as a POC
- Extensive knowledge of AI Bot quality assurance will be prefered
- Passionate in learning AI related knowledge
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
Hear directly from employees about what it is like to work at TikTok.