TikTok Commerce - Quality Assurance Training Program Manager

At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.

Join us.

Governance and Experience is a global team aiming to build a safe and trustworthy marketplace 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.

Responsibilities:

- Ensure that the quality framework is in place based on the business types/facts by coordinating across regions and stakeholders.
- Implement a clear overall quality strategy with scalable processes, tools, and systems that allow efficient performance monitoring versus target.
- Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations teams to improve quality performance.
- Research and understand customer expectations and needs to drive their satisfaction.
- Identify and develop individualized and group training plans to address varying needs.
- Effectively communicate updates and developments with team members, trainers, and management.
- Produce statistical reports and insights on quality performance.
- Calibrate and certify in-house and outsourced trainers and subject matter experts.
- Be responsible for the initial SOP setup, local language translation, system, and process test to meet the launch readiness requirements when the business expands to new countries.
- Conducts continuous training and development programs for the trainees by formulating and facilitating training programs to enhance product knowledge and customer service skills.
- Develop a curriculum to support classroom training and alternative training.
- Provides feedback on existing curriculum for training improvements.
- Prepares training booklets, administers tests and role-plays, as well as complete daily reports on your training experience.
- 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:
- Bachelor's degree or equivalent practical experience.
- Fluency in English and Spanish is required for the role.
- 3 years of experience in training, preferably in customer service.
- Excellent written, verbal, and interpersonal communication skills.
- Experienced in developing and executing training programs.

Preferred Qualifications:
- Experience in e-commerce or marketplace platforms is a plus.

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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs, or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2