AI Quality Specialist, Customer Support - Trust & Safety
Responsibilities
About the Role
We are looking for a motivated, highly-organized, detail-oriented AI Quality Analyst. 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 Analyst, you will become an expert 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:
- 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:
- Previous experience in Customer Support or Trust and Safety & a passion for helping our user community
- Ability to analyze information to identify trends and/or risks
- Strong communication, training and presentation skills, highly collaborative and proactive.
- Proven ability to make important decisions independently and multi-task in a dynamic environment responding quickly-to changing situations in complex environments without compromising quality
- Experience with social media, analytical tools and online research
- Experience working cross functionally with a variety of stakeholders in a fast-paced environment
- Experience solving problems, analyzing data and using data in solving and providing practical business insights or reporting critical information
Preferred Qualifications:
- Bachelor's degree equivalent education/experience, an advanced degree is preferred.
- 3+ years of relevant experience in quality assurance and/or continuous improvement
- Comfortable reviewing and dealing with high-risk content
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role
- Your resilience and commitment to self-care to manage the emotional demands of the role
- Your high interest and motivation in learning automation knowledge as a potental
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.