AI Quality Specialist, Customer Support - Trust & Safety

Written by the T&S Network from TikTok's posting.

Quality assurance for TikTok's AI systems that handle user and creator safety queries in customer support. The work is labeling sample data to check AI model and bot accuracy, both before launch during development and after launch, and checking whether AI SOPs and decision trees are applied as written. The team works with product operations on labeling benchmarks.

What you'd do

• Label AI model samples during development and check labeling accuracy and productivity against targets.
• Check AI bot quality after launch through advanced sample labeling.
• Align with product operations on labeling benchmarks and finalize results.
• Give feedback on AI SOPs, workflows, decision trees and models from a quality control view.
• Identify risks, present findings to stakeholders and recommend process or product changes.
• Prepare quality assurance metrics and data analysis for review meetings.
• Take ad-hoc labeling training from the product team and guide new joiners to ramp-up targets.

What it asks for

• Prior work in customer support or trust and safety, ideally handling user-facing issues.
• Ability to analyze information to spot trends and risks.
• Clear speaking, teaching and slide-deck skills for stakeholder audiences.
• Hands-on familiarity with social platforms, analysis tools and digging into online sources.
• Experience working across teams with many stakeholders in a quick-moving setting.
• Bachelor's degree or equivalent experience.
• 3+ years in quality assurance or continuous improvement (preferred).

Worth knowing

• Reviewing high-risk content is part of the role.
• Resilience and self-care support are expected for the emotional demands of the work.

Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on TikToknorth_east before you apply. If we got something wrong, report this listing.