TikTok Shop - Quality Assurance Program Manager

Our E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. The 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. Our US Service team provides customer support to al US TikTok Shop buyers across their full end-to-end journey, including presales, logistics, and aftersales.

The role is responsible for maintaining the quality standard across our service delivery framework, driving consistency and improving satisfaction.

Responsibilities:

• Build and scale a Quality Assurance Specialist Team.
• Train new hires and manage the team on a day-to-day basis including coaching and performance management.
• Drive root cause analysis, and implement key programs and initiatives to drive improvement of customer service metrics such as contact rate, CSAT, and resolution time.
• Implement clear overall quality strategies with scalable processes, tools and systems.
• 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.
• Analyze reporting and reviewing of bad cases, arbitration and top quality drivers impacting key metrics to come up with solutions for improvement.
• Produce statistical reports and insights on quality performance.
• Collaborate with cross-functional teams to define action plans that resolve issues and drive continuous operational excellence.
• Support for QA tool readiness and train-the-trainer (TTT) sessions.
• Calibrate and set benchmark scores with regional QAs and global trainers to maintain consistency in quality evaluations based on updated SOP, tools and quality metrics.

Minimum Qualifications:

• BA/BS degree or equivalent practical experience.
• 2+ years managing teams and 3+ years in quality assurance, preferably within Customer Service.
• 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).
• Customer focus and proven results of improving the customer experience delivered by a rapidly growing team
• Excellent communication skills to coordinate processes and projects involving internal and external stakeholders.
• Self-motivated, able to learn and work independently in global teams.

Preferred Qualifications:

• Experience in eCommerce or marketplace platform is a plus.