2 days ago

AI Quality Assurance Team Lead, Customer Support - Trust & Safety

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Lead a team of 8–10 AI QA specialists for TikTok Customer Support, ensuring AI bot performance and accuracy through advanced labeling and robust QA workflows. Own AIQA operations in Kuala Lumpur, align quality strategies with AI SOP/process requirements, monitor key metrics, and drive continuous improvements. Collaborate with product operations, human QA, and AI SOP teams to resolve escalations, support pre/post-launch labeling, and onboard new teammates to meet ramp-up targets.

Location: Kuala Lumpur

Workplace: Onsite

Employment Type: Full time

Job Function: QA, Test & Release Engineering

Seniority: Manager level

Key Responsibilities

•Lead and manage a team of 8–10 AI QA specialists in Kuala Lumpur, fostering a collaborative environment for continuous improvement.
•Own AIQA operations and develop/implement AI quality assurance strategies and processes for the Trust & Safety customer support team.
•Create QA processes and workflows to ensure accurate, efficient, and consistent AI annotation.
•Support AI model development with sample labeling during pre-launch and conduct ongoing post-launch labeling to monitor AI bot quality.
•Monitor QA metrics and collaborate cross-functionally to address AI quality challenges, escalations, and onboarding for ramp-up targets.

Key Requirements

•Bachelor's degree in business administration, operations, or project management.
•Minimum 4 years' experience in a leadership role in a technology sector (social media, enterprise, consumer, or e-commerce).
•Self-motivated with a track record in stakeholder management and problem-solving in ambiguous environments.
•Ability to engage leadership, facilitate discussions on complex topics, influence, and reach agreements.
•Experience in quality assurance for customer support/customer service and collaboration with product operations (POC), plus knowledge of AI bot quality assurance (preferred).

Experience:4+ yearsSocial mediaEnterpriseConsumerE-commerce

Education:Bachelor's in business administration, operations, or project management

Skills:Stakeholder managementProblem-solvingSelf-motivationFacilitationInfluence

Tech Stack:AI model labeling

Company Brief

TikTok

Short-form video platform that lets users create, share, and discover entertainment content through algorithmic recommendations. It also offers advertising and creator tools for brands, influencers, and businesses.

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn

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TikTok

2 days ago

AI Quality Assurance Team Lead, Customer Support - Trust & Safety

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: Kuala Lumpur

Workplace: Onsite

Employment Type: Full time

Job Function: QA, Test & Release Engineering

Seniority: Manager level

Key Responsibilities

•Lead and manage a team of 8–10 AI QA specialists in Kuala Lumpur, fostering a collaborative environment for continuous improvement.
•Own AIQA operations and develop/implement AI quality assurance strategies and processes for the Trust & Safety customer support team.
•Create QA processes and workflows to ensure accurate, efficient, and consistent AI annotation.
•Support AI model development with sample labeling during pre-launch and conduct ongoing post-launch labeling to monitor AI bot quality.
•Monitor QA metrics and collaborate cross-functionally to address AI quality challenges, escalations, and onboarding for ramp-up targets.

Key Requirements

•Bachelor's degree in business administration, operations, or project management.
•Minimum 4 years' experience in a leadership role in a technology sector (social media, enterprise, consumer, or e-commerce).
•Self-motivated with a track record in stakeholder management and problem-solving in ambiguous environments.
•Ability to engage leadership, facilitate discussions on complex topics, influence, and reach agreements.
•Experience in quality assurance for customer support/customer service and collaboration with product operations (POC), plus knowledge of AI bot quality assurance (preferred).

Experience:4+ yearsSocial mediaEnterpriseConsumerE-commerce

Education:Bachelor's in business administration, operations, or project management

Skills:Stakeholder managementProblem-solvingSelf-motivationFacilitationInfluence

Tech Stack:AI model labeling

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn