Tiktok Commerce-quality Program Manager
hace 7 meses
Responsibilities
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, 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.
**Responsibilities**:
- Build and optimize QA tools and dashboards.
- Manage all QA related projects, including developing QA framework. Launch the project following agreed timelines, train the regional teams to use it, and make sure it is fully utilized by operational teams.
- 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.
- Conduct root causes analysis, and implement key programs and initiatives to drive improvement of customer service metrics such as contact rate, CSAT, and contact time.
- Implement quality strategies with scalable processes, tools and systems that allow efficient monitoring of performance versus target.
- Identify opportunities in global and regional operations and address them accordingly with framework or initiatives.
- Support teams (pre/post-launch) for QA tool readiness and train-the-trainer (TTT) sessions for new teams.
**Qualifications**:
**Minimum Qualifications**:
- Bachelor degree or above.
- Proficiency in English and Spanish is required for the role.
- Proven experience in analytical and problem-solving roles, or project management positions such as managing customer service KPIs and processes. Detail-oriented individual with a track record of success.
- Proven experience in working with Excel and able to structure / analyze dashboards.
- Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders.
**Preferred Qualifications**:
- Self-motivated, able to learn and work independently in global teams.
- 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.
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