Senior Quality Operations Manager

hace 1 semana


Ciudad de México, Ciudad de México Tiktok A tiempo completo

About Us

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TikTok is a leading short-form mobile video platform that inspires creativity and brings joy. With global headquarters in Los Angeles and Singapore, our offices span across the world, including New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo. Our mission is to create an inclusive space where employees are valued for their skills, experiences, and unique perspectives.

Job Description

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We're looking for a Senior Quality Operations Manager - Commerce to join our team. As a key member of our QA team, you'll be responsible for building and optimizing QA tools and dashboards, managing all QA related projects, including developing a QA framework. You'll drive operations to reach QA goals set by the global team, supporting them to reduce fatal errors, improve auditing quality, and enhance coaching compliance.

Key Responsibilities

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  • Build and optimize QA tools and dashboards to ensure efficient monitoring of performance versus target.">
  • Manage all QA related projects, including developing a QA framework, launching the project following agreed timelines, training regional teams to use it, and ensuring it's fully utilized by operational teams.">
  • Drive operations to reach QA goals set by the global team, supporting them to reduce fatal errors, improve auditing quality, and enhance coaching compliance.">
  • Conduct root cause 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.">
  • Suwport teams (pre/post-launch) for QA tool readiness and train-the-trainer (TTT) sessions for new teams.">
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Qualifications

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We're looking for a detail-oriented individual with a track record of success, proven experience in analytical and problem-solving roles, or project management positions such as managing customer service KPIs and processes. Proficiency in English and Spanish is required for the role. Experience in working with Excel and able to structure/analyze dashboards is also essential. Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders are a must.

Preferred Qualifications

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We're open to self-motivated individuals who can learn and work independently in global teams. Experience in the eCommerce industry is a plus. At TikTok, we're passionate about creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives.


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