Responsibilities
About the team
ABOUT THE TEAM
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for a Quality Assurance Program Manager responsible for maintaining the highest level of Quality and Compliance.


Responsibilities:
- Quality Framework: Refresh and update the quality framework coordinating across regions and stakeholders to ensure it delivers the resolution aligned with company Process.
- Quality Monitoring: Ensure effective monitoring, feedback and coaching to associates on a daily basis, with effective quality improvement
- Resolution: Identify quality improvements that will elevate associate ability to deliver true resolutions delivered to our customers and partners
- Efficiency: Identify productivity improvements that will elevate associate ability to handle more tickets with no impact to quality, or resolution
- Knowledge: Assess knowledge gaps impacting resolution or efficiency, conduct root cause analysis, develop and execute improvement plan
- Removing Friction: Partner with Regional Voice of Customer (VOC) and Training teams to identify customer friction points caused by gaps in our training curriculum or quality framework, and address to reduce customer effort.
- Brand Voice: Review scripts, tickets and IM_Chats to ensure the fun & engaging tone in our responses conveys both our brand and true resolution.

Qualifications
Minimum Qualifications
- Bachelor's degree or equivalent practical experience required.
- Experience in giving feedbacks or have an understanding about feedback structure

Preferred Qualifications:
- BPO outsourced vendor experience is preferred, but not essential.
- Experience in e-commerce or marketplace platforms is advantageous
- Lean Six Sigma Yellow+ Belt qualification

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.