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.

　　Join us.

　　About the Team

　　E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. We are looking for a Quality Program Manager to set up the quality standard across all country/region service delivery framework, drive consistency and improve satisfaction eventually.

　　1. Create BRDs, conduct UATs and launch QA products/programs for Service and Moderation Team (SMT) to improve operational excellence.

　　2. Manage all QA related projects, including developing QA tools and framework; launch the project following agreed timelines, train the regional teams to use it, and make sure it is fully utilized by operational teams;

　　3. Work with the product team to launch the QA automation project for all languages for all incoming volume;

　　4. Drive operations to reach the QA goals set by the global team, supporting them to reduce fatal errors, improve auditing quality, and enhance coaching compliance;

　　5. Analyze and maintain all core metrics for service SLA requirements, dispute, and implement improvement plans as needed;

　　6. Drive root cause analysis, and implement key programs and initiatives to drive improvement of customer service metrics such as contact rate, CSAT, and contact time;

　　7. Implement clear overall quality strategies with scalable processes, tools and systems that allow efficient monitoring of performance versus target;

　　8. Support analysis of agents' performance monitoring in each region's market. Analysis of global QA best practices, implement key programs and initiatives to drive improvement of QA scores and other key metrics such as CSAT;

　　9. Manage and review each function report and come up with solutions;

　　10. Reviewing of bad cases, arbitration and top quality drivers impacting key metrics;

　　11. Support new market launches (pre/post-launch) for QA tool readiness and train-the-trainer (TTT) sessions for new markets' QAs and support team.

　　Qualifications

　　1. BA/BS degree or equivalent practical experience;

　　2. Detail oriented person, 3-5 years of work experience in analytical and problem solving, or project management positions (e.g. customer service KPIs and processes);

　　3. Problem solver, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure / analyze dashboards);

　　4. Customer focus and proven results of improving the customer experience delivered by a team of teams;

　　5. Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders;

　　6. Ability to deal with multiple requests that include administrative work;

　　7. Self-motivated, able to learn and work independently in global teams;

　　8. Experience in the eCommerce industry 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.