Responsibilities
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. We are looking for a Quality Assurance Program Manager role to set up the quality strategy and execution framework, build customer service proficiency to achieve the best customer experience consistently. Responsibilities - Develop and define QA strategy, execution framework and learning curriculum. - Drive root causes analysis of user dissatisfaction and implement key QA and Training programs and initiatives to drive improvement of customer service metrics such as quality, CSAT, handling time. - Manage improvement projects ensuring timely launches and success criteria achieved. - Drive operations to reach the CSAT goals and QA goals set by the global team, supporting them to reduce errors, improve auditing quality, and enhance coaching compliance. - Closely collaborate with Service stakeholders to identify and prioritise monthly business critical learning needs to ensure consistent targeting of learning solutions. - Present improvement opportunities to cross-functional stakeholders with data, context, problem statement, proposed solution. - Execute daily operational actions to ensure compensation approvals, BPO escalations handling and unblocking issues. - Implement clear overall quality strategies with scalable processes, tools and systems that allow efficient monitoring of performance versus target.
Qualifications
Minimum Qualification(s) - Bachelor's degree or above with experience in program management / quality assurance / coaching / training / BPO management. - Detail-oriented person, solid experience in analytical and problem-solving, or project management positions (e.g. customer service KPIs and processes). - Problem solver, data-driven, able to work in a diverse, fast-paced environment with previous analytical experience. - Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders. - Self-motivated, able to learn and work independently in global teams. Preferred Qualification(s) - Experience in the eCommerce industry. - AI proficiency, building skills, and automating workflows.
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.
