About the Team
Governance and Experience is a global team aiming to build a safe and trustworthy platform 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.

As part of GNE organization is our Service Support Centre (SSC) delivers service to our partners. As part of SSC is our Selling Partner Support (SPS) team who are responsible for supporting our Partners and internal users, we are looking for a Quality Assurance and Training Program Manager.

Responsibilities
- Ensure quality framework is in place based on the business types/facts by coordinating across regions and stakeholders.
- Implement clear overall quality strategy with scalable process, tools and systems that allow efficient monitoring of performance versus target.
- Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team 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 Inhouse and Outsource trainers and subject matter experts.
- Be responsible for the initial SOP setup, language translation, system and process test to meet the launch readiness requirements when 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.
- Develops curriculum to support classroom training and alternative training.
- Provides feedback on existing curriculum for training improvements.
- Prepares training booklets, administer 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
- BA/BS degree or equivalent practical experience.
- 3+ years of experience in quality and training, preferably within Customer Service.
- Eager to learn, initiative taker and problem-solver.
- Excellent written, verbal and interpersonal communication skills.
- Experienced in developing and executing training programs.
- Excellent skills for communicating and relating with both team members and customers.

Preferred Qualifications
- Experience in commerce or marketplace platforms is a plus.
- Ability to successfully function across groups and drive influence throughout all levels of the organization.

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.