AI Quality Assurance Team Lead, (Mandarin Speaking) Customer Support - Trust & Safety

TikTok
Kuala Lumpur
Workplace: OnsiteFull timeFunction: QA, Test & Release EngineeringExperience: 4+ yearsEducation: bachelorsSkills: ["Stakeholder management","Problem-solving","Self-motivation","Facilitation","Influence"]

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.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
TikTok
TikTok
1 month ago

AI Quality Assurance Team Lead, (Mandarin Speaking) Customer Support - Trust & Safety

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 29 minutes 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
WebsiteLinkedIn