Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
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About the team
About us: Global E-Commerce's 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 Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.
The Role: Quality Assurance Program Manager will join our Service Delivery team as part of the Service Centre, focusing on managing projects that deliver consistency across our BPO network and internal escalation teams. Define with internal stakeholders to deliver continuous improvement and assurance projects that harmonise customer experience across our network, improve customer experience, increase efficiency, reduce costs and ensure compliance adherence.
How the Role contributes to our Mission: Quality and Training teams enable our Service Delivery teams network to resolve inbound contacts from our Buyers, Sellers and Creators and drive continuous improvement together with inhouse teams and BPO suppliers
Responsibilities
- Develop and implement quality plans and strategy with scalable processes, tools and systems that allow efficient monitoring of performance.
- Define, build, implement and monitor the inbound/outbound quality framework with stakeholders that delivers best in class experience for customers.
- Evaluate current processes and operations and identify gaps and weaknesses through root cause analysis to develop improvement plans.
- Partner with our Voice of Customer PM's to identify customer friction points caused by gaps in our training curriculum or quality framework, and address to reduce customer effort.
- Effectively communicate updates and developments with team members, trainers and management.
- Produce statistical reports and insights on quality performance.
- Partner with our Voice of Customer PM's to identify customer friction points caused by gaps in our training curriculum or quality framework, and address to reduce customer effort.
- Partner Global Quality PM and implement quality standards across the region.
- Contribute to special projects, that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.
Qualifications
Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- 3 years experience in Quality Management within a Customer Service organisation.
- Project planning, risk management and time management skills
- Good written and verbal communication skills in English
- Proficiency in project management software and spreadsheet tools
Preferred Qualifications
- Experience in eCommerce platforms in the relevant region
- Qualified to Lean-Six Sigma Green Belt (or above)
- Qualified to Prince2 Project-mgt or relevant project management recognised qualification
- Proven experience in data analysis, particularly in conducting root cause analysis, to effectively
- Excellent written, verbal and interpersonal communication skills with experience to present to C-Level leadership
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.