TikTok Shop - Service Quality Assurance Lead

Responsibilities

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. Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SSC is looking for a Quality Assurance Lead to develop the quality strategy and execution framework, build customer service proficiency to achieve the best customer experience consistently. Responsibilities: - Develop and define QA strategy, execution framework and learning curriculum - Lead a team of QAT PMs to drive operations to reach CSAT and other quality goals; reduce fatal errors, improve auditing quality, and enhance coaching compliance. - Closely collaborate with Knowledge Management and Training Program Managers to identify and prioritise monthly business critical learning needs ensure consistent targeting of learning solutions. - Drive root cause analysis and implement key QA and/or Training programs and initiatives to drive improvement of customer service metrics such as quality, contact rate and contact time. - Identify opportunities in global and regional operations and address them accordingly with framework or initiatives. - Implement clear overall quality strategies with scalable processes, tools and systems that allow efficient monitoring of performance versus target.

Qualifications

Minimum Qualifications: - Bachelor degree or above with solid experience in quality assurance, coaching and training. - 3+ years managing teams and 5+ years in quality assurance, preferably within Customer Service. - Detail oriented person, solid experience in analytical and problem solving, or project management positions (e.g. customer service KPIs and processes). - Problem solver, data driven, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure / analyze dashboards). - Proven experience working in a cross functional environment. - Self-motivated, able to learn and work independently in global teams. Preferred Qualifications: - Experience in the eCommerce industry is a plus.

Job Information

[For Pay Transparency]Compensation Description (Annually)

The base salary range for this position in the selected city is $103360 - $209380 annually.


Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.


Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).


The Company reserves the right to modify or change these benefits programs at any time, with or without notice.


For Los Angeles County (unincorporated) Candidates:


Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:


1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;


2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and


3. Exercising sound judgment.


About TikTok

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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.


Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect - and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.


We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.


Diversity & Inclusion


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 Accommodation

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