AI Quality Specialist, Customer Support - Trust & Safety

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.

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