Responsibilities

About the Team 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. Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SSC is 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. Roles & Responsibilities - Develop and define QA strategy, execution framework and learning curriculum. - Manage all QA related projects ensuring timely launches, train the regional teams to use it, and make sure it is fully utilized by operational teams. - Drive operations to reach the QA goals set by the global team, supporting them to reduce 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. - Support new market launches (pre/post-launch) for QA tool readiness and train-the-trainer (TTT) sessions for new markets' QA teams.

Qualifications

Minimum Qualifications - Bachelor degree or above with at least 1+ year of experience in quality assurance, coaching and training. - 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 (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. - Self-motivated, able to learn and work independently in global teams. Preferred Qualification - Experience in the eCommerce industry is a plus.

Job Information