Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, 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.
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About the team
We are looking for a Quality Specialist role to join our Quality team as part of the Service delivery team , focusing on performance on a day-to-day basis and driving continuous improvement together with all internal functions by leveraging all available resources.
How the Role contributes to our Mission: As a Quality Specialist, you will be responsible for reviewing our Service Delivery teams network to evaluate the level of quality of the inbound contacts from our partners to resolve and drive continuous improvement together with inhouse teams and BPO suppliers
Responsibilities
- Ensure quality framework is in place based on the business types/facts by coordinating across regions and stakeholders.
- Implement clear overall quality strategy with scalable processes, tools and systems that allow efficient monitoring of performance versus target.
- Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations teams to improve quality performance.
- Research and understand customer expectations and needs to drive their satisfaction.
- Identify and develop individualized and group training plans to address varying needs.
- Effectively communicate updates and developments with team members, trainers and management.
- Produce statistical reports and insights on quality performance.
- Calibrate and certify Inhouse and Outsource trainers and subject matter experts.
- Be responsible for the initial SOP setup, language translation, system and process test to meet the launch readiness requirements when business expands to new countries.
Qualifications
Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- Experience in quality, preferably within Customer Service.
- Fluency in English and German , both written and spoken, is required for this role.
- Work comfortably with Microsoft Word and Excel.
Preferred Qualifications
- Experience in Commerce or platforms is a plus.
- Eager to learn, initiative taker and problem-solver.
- Proficiency in data analysis, particularly in conducting root cause analysis, to effectively
- Excellent written, verbal and interpersonal communication skills.
- Excellent skills for communicating and relating with both team members and partners.
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.