Responsibilities
About the Team Governance and Experience is a global team aiming to build a safe and trustworthy platform for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users. As part of GNE organization is our Service Support Centre (SSC) delivers service to our partners. As part of SSC is our Selling Partner Support (SPS) team who are responsible for supporting our Partners and internal users, we are looking for a Quality Assurance Program Manager. Responsibilities - Ensure quality framework is in place based on the business types/facts by coordinating across regions and stakeholders. - Implement clear overall quality strategy with scalable process, tools and systems that allow efficient monitoring of performance versus target. - Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance. - Research and understand customer expectations and needs to drive their satisfaction. - Effectively communicate updates and developments with team members, trainers and management. - Produce statistical reports and insights on quality performance. - Be responsible for the initial SOP setup, language translation, system and process test to meet the launch readiness requirements when business expands to new countries. - Actively works with the QA to ensure alignment of technical specifications and processes. - Attends periodic calibration sessions with QA and Operations to ensure calibration on program-related issues.
Qualifications
Minimum Qualifications - BA/BS degree or equivalent practical experience. - 3+ years of experience in quality assurance, preferably within Customer Service. - Eager to learn, initiative taker and problem-solver. - Excellent written, verbal and interpersonal communication skills. - Excellent skills for communicating and relating with both team members and customers. Preferred Qualifications - Experience in commerce or marketplace platforms is a plus. - Ability to successfully function across groups and drive influence throughout all levels of the organization.
Job Information
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
