Responsibilities

　　About TikTok

　　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.

　　Join us.

　　About USDS

　　At TikTok, we're committed to a process of continuous innovation and improvement in our user experience and safety controls. We're proud to be able to serve a global community of more than a billion people who use TikTok to creatively express themselves and be entertained, and we're dedicated to giving them a platform that builds opportunity and fosters connection. We also take our responsibility to safeguard our community seriously, both in how we address potentially harmful content and how we protect against unauthorized access to user data.

　　U.S. Data Security ("USDS") is a standalone entity of TikTok in the U.S. This new security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and user data in the U.S., so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

　　About the Team

　　The Quality Assurance Senior Specialist, will report to the Quality Assurance Team Lead, and play an important role in helping to establish TikTok as our users' favorite daily experience, ensuring our Support Senior Associates have the needed support on their daily tasks, auditing macros, and SOPs, helping during nesting period for new hires, while helping our department to remain USDS compliant, by identifying, producing quality reports, providing feedback, and working on ad hoc projects. The Senior Associate will be responsible for subject matter expertise in several areas of user experience, while adapting to assist in other areas as needed. They will have comprehensive knowledge of the existing user experience by queues, a pulse on the ongoing updates and changes to the user experience, and the adept ability to know how to implement quality processes to help improve performance.HideResponsibilities- Act as a subject matter expert within an area(s) of the TikTok user experience and User Support queues. Demonstrate a consistent working knowledge of the related user experience.

　　- Perform monthly audits of macros and SOPs as per RCA information to ensure our front-line associates and seniors have updated resources to support the business and our users.

　　- Perform monthly quality audits/reports on User Support Senior Associates

　　- Support bi-weekly roll-out communications with training facilitators to ensure User Support queues have necessary updates to properly perform.

　　- Utilize various documentation and communication channels to keep a daily pulse on tests, bugs, and feature launches within your functional area of focus. (QA Bugs & Feedback)

　　- Execute all applicable processes and responsibilities outlined in team SOPs, including but not limited to the following tasks:

　　- Audit user feedback labels for accuracy and send appropriate responses to resolve a variety of incoming user inquiries,

　　- Complete comprehensive reviews of user inquiries resulting in the identification, escalation and/or tracking of known and new technical issues (bugs and/or incidents), and

　　- Escalate new technical issues in a timely manner and track any known issues from start to finish.

　　- Participate in and host weekly calibration sessions with relevant stakeholders to ensure consistent alignment on policy and process

　　- Perform weekly audits across multiple workflows and Lines of Business

　　- Stay up to date on the latest user support policies and educate teams consistently so that you're always offering the most comprehensive support possible

　　- Maintain an understanding of TikTok's policies, procedures, app features, and internal documents

　　- Provide regular reports and analyses on quality initiatives

　　- Work on AdHoc projects as requested by leadership

　　Qualifications

　　- 1 to 2 years of experience in QA processes, case escalation and/or in a user support environment.

　　- Proven ability to solve problems creatively, and collaboratively and experience working cross-functionally.

　　- Strong verbal and written communication skills. Impeccable grammar and proofreading skills. Technical writing a plus.

　　- Effective time management skills and the ability to prioritize a heavy workload while moving quickly to keep up with constant changes to policies and products.

　　- Strong decision-making skills with a proven track record of knowing when to problem-solve and when to escalate for support.

　　- Proven track record of being fair and trustworthy, upholding high ethical standards, and creating a work environment that promotes integrity.

　　- Experienced role model of ByteStyles and responsible for building team culture within their current role.

　　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 [email protected]