Responsibilities
About the team Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Support Center (SSC) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SSC is looking for a regional/country service delivery leader to manage our service delivery on a day-to-day basis and drive continuous improvement together with inhouse teams and BPO suppliers. Roles & Responsibilities - Develop and define QA strategy, execution framework and learning curriculum - Manage all QA related projects, train the regional teams to use it, and make sure it is fully utilized by operational teams. - Drive operations to reach the QA goals, support reducing fatal errors, improve auditing quality, and enhance coaching compliance. - Closely collaborate with Knowledge Management and Training Program Managers to identify and prioritise monthly business critical learning needs ensure consistent targeting of learning solutions. - Drive root causes analysis and implements key QA and Training programs and initiatives to drive improvement of customer service metrics such as quality, contact rate and contact time. - Identify opportunities in global and regional operations and address them accordingly with framework or initiatives. - Implement clear overall quality strategies with scalable processes, tools and systems that allow efficient monitoring of performance versus target.
Qualifications
Minimum Qualifications - Bachelor degree or above with solid experience in quality assurance, coaching and training - Experience working in customer service areas or customer focused environments. - Self-motivated, able to learn and work independently in global teams. Preferred Qualifications - Experience in the eCommerce industry is a plus. - Experience in Quality Assurance under customer service environment is a plus. - Detail oriented, experience with KPIs and quality - QA in a customer service environment - Problem solver, data driven, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure / analyze dashboards). - Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders
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.
