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.

About the team
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.
As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. 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 PM role to be responsible for maintaining an effective Quality Assurance process within the service delivery team.

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 processes, 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 teams to improve quality performance.
- Research and understand customer expectations and needs to drive their satisfaction.
- Produce statistical reports and insights on quality performance.

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- 3+ years of experience in quality assurance, preferably within Customer Service.
- Demonstrates eagerness to learn, initiative-taking abilities, and strong problem-solving skills.
- Possesses excellent written, verbal, and interpersonal communication skills, with experience in developing and executing training programs.
- Skilled in communicating effectively with both team members and customers, with proficiency in English and the specified language for the market.
- Experience in e-commerce or marketplace platforms is advantageous, and willingness to work overtime during campaigns and promotional seasons is required. Comfortable working with Microsoft Word and Excel.

Preferred Qualifications
- Experience in eCommerce platforms in the relevant region.
- People-oriented, self-motivated and able to thrive in ambiguity and in a matrix environment.

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.